The Senior Director, Technology Support will provide support to all aspects of information technology systems within Walmart Canada including store hardware, computer software, desktop and mobile services, pharmacies, and Bank. This key role on the ISD team will provide leadership to a service focused delivery team and ensure SLAs and KPIs are established and governed with business partners.
The incumbent in this role will require thorough understanding of WM Canada’s business model and key strategic priorities. This is a key role that works closely with SR Leadership from all businesses and functional areas across WM Canada and WM Global. The incumbent in this role must have strong influencing, consensus building and relationship management skills as well as experience working on a global scale within a matrixed environment.
Minimum Education Required: Bachelor’s Degree
Minimum Years of Experience Required: 8+ Years 1. Service Delivery - Establish a service delivery model that meets the complex needs of the business. This includes researching and implementing best in class service delivery and ways of working to keep our stores operational and our associates productive. Develop SLAs and KPIs that track/monitor to ensure service continues to meet expectations of the organization. Develop a communication and feedback process for business partners leveraging the services of this team.
2. Lead - Provide strategic leadership and direction to a team responsible for providing a high level of customer service and support in the areas including store hardware, computer software, desktop and mobile services, pharmacies, and Bank.
3. Continuous Process Improvement & Innovation - Build and establish process flows across key support processes. Establish measurement and feedback mechanisms so we understand when there is a process or service level breakdown, and innovate new solutions to constantly be improving our service levels. Embed a culture of continuous improvement by soliciting feedback from end users as well as providing tools and resources to support the development of ISD process owners.
4. Contract & Vendor Management - Negotiate contracts with our key support partners, and work with those partners to ensure the best support possible across our stakeholders.
5. Communicate - Establish and lead a communication platform with our key customers (stores and associates) to give them the feedback required to know how to engage support, and how the support processes are functioning so that expectations are clear and transparent.
6. IT budgeting and planning - Maintain budget for the ISD support team looking for efficiencies that reduce cost but improve service so we can reinvest in innovation and growth.
7. Cultivate and build an active network of strong relationships inside (Canada and globally) and outside the organization with team members, store leadership, customers, vendors, and business relationships developed through professional associations.
8. Other duties as required.
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