Senior Manager, Site & OT Support

Senior Manager Site & OT Support Hybrid

Towson MD USA

Valley City OH USA

Charlotte NC USA

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World. Sound like you Join our top-notch team of approximately 43500 diverse and high-performing professionals globally who are making their mark on some of the worlds most beloved brands including DEWALT BLACKDECKER CRAFTSMAN STANLEY CUB CADET and HUSTLER.

The Job:

As a Senior Manager Site & OT Support youll be part of our Information Technology team working as a hybrid employee. Youll get to:

• Accountable for the day-to-day functioning of all IT applications and solutions including oversight of managed service provider(s) delivering support and maintenance services. Assists with the release of new technologies ensuring MSP engagement and alignment with internal standards. Responsible for coordinating and validating MSP activities related to testing maintenance and performance of PC/server operating systems networks and associated utilities and hardware. Actively manages relationships with application and infrastructure support vendors ensuring adherence to service level agreements and quality standards. Oversees MSP execution of problem management performance and capacity management incident management escalation management release management change management and disaster recovery/business continuity planning and testing. Recommends improvements in collaboration with the MSP to reduce support costs and optimize performance.
• Strategizes the design build implementation and administration of monitoring tools and solutions for networks systems and platform applications in partnership with the MSP.
• Develops the vision and strategic direction for tools and processes that enable the business to operate efficiently coordinating with the MSP to minimize incidents or downtime.
• Coordinates routine maintenance tasks for infrastructure/application systems such as backups patch management hot fixes and software releases performed by the MSP.
• Establishes and maintains standard operating procedures and best practices ensuring MSP compliance and alignment.
• Develops strategies to support remote users focusing on security and remote access and works with the MSP to implement these solutions.
• Oversees MSP diagnosis and resolution of complex hardware software and connectivity issues ensuring timely escalation and resolution.
• Collaborates with project teams and the MSP to understand technical requirements and deliver solutions.
• Manages and reviews MSP activities related to support tools and back-end utilities for capacity planning and management.
• Ensures proactive and preventive maintenance activities are implemented by the MSP to improve service availability and maintain continuity.
• Provides regular status reports to senior leadership including MSP performance metrics and improvement recommendations.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. Youre not intimidated by innovation. Wouldnt it be great if you could do your job and do a world of good In fact you embrace it. You also have:

• Undergraduate degree required and 10 years relevant experience or Graduate degree and 8-10 years relevant experience.
• 3-6 years of leadership experience.
• Managed service provider and vendor relationship management including oversight of SLAs and performance metrics.
• System performance management with a focus on interpreting reports and driving improvements through MSPs.
• Problem management and escalation coordination with external providers.
• Ability to simplify and standardize complex concepts/processes for effective communication with both internal stakeholders and MSPs.
• Excellent oral and written communication skills including the ability to articulate requirements and expectations to service providers.
• Strategic thinking and the ability to tie together solutions across multiple systems and platforms.
• Experience in process improvement and service optimization in partnership with external vendors.
• Excellent communication skills including the ability to clearly articulate expectations and feedback to both internal stakeholders and external service providers.
• Effective collaboration fostering strong working relationships with managed service providers and cross-functional teams.
• Advanced problem-solving skills with the ability to navigate complex support scenarios involving multiple parties.
• Strong execution skills ensuring follow-through on tasks and initiatives in a multi-vendor environment.
• Analytical thinking leveraging data and performance metrics from MSPs to drive continuous improvement.
• Strong business acumen and customer service attitude maintaining a focus on business outcomes and end-user satisfaction.
• Vendor relationship management including the ability to influence and negotiate with external partners to achieve service excellence.
• Strategic partnership mindset proactively building alignment and shared goals with the MSP to support organizational objectives.
• Adaptability and resilience managing change and ambiguity in a dynamic outsourced support environment.

The Details:

Youll receive a competitive salary and a great benefits plan including:

• Medical dental life vision disability 401(k) Employee Stock Purchase Plan paid time off and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:

We want our company to be a place youll want to be and stay. Being part of our team means youll get to:

• Grow: Be part of our global company with 20 brands to grow and develop your skills along multiple career paths.

• Learn: Have access to a wealth of learning resources including our digital learning portal.
• Belong: Experience an awesome place to work where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism giving back and sustainable business practices.

Whats more youll get that pride that comes from empowering makers doers protectors and everyday heroes all over the world. Were more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. Were visionaries and innovators. As successful as weve been in the past we have so much further to go. Thats where you come in. Join us!

This role is not eligible for visa sponsorship (H1B OPT/CPT TN etc).

#LI-NB1

#LI-Hybrid

• This is the lowest to highest annual full-time salary range we would pay for this role at the time of this posting. The salary offered within the range may vary depending on multiple factors including job level geographic location job-related knowledge skills qualifications experience and in compliance with local wage requirements. Please note that salary is only one component of total rewards at Stanley Black & Decker.

• The salary range listed in this job posting reflects the range for the primary location specified. The salary range may vary for other locations.

• The successful candidate may be eligible for annual merit increases.

• Medical dental life vision disability401(k) Employee Stock Purchase Plan paid time off and tuition reimbursement in addition to programs & benefits in support of your well-being.

• Discounts on Stanley Black & Decker tool sand other partner programs.

We Dont Just Build The World We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative tech-driven and highly collaborative team environment supported by over 43500 professionals in 60 countries across the globe. Here youll get the unique chance to impact some of the worlds most iconic brands including STANLEY TOOLS DEWALT CRAFTSMAN MAC TOOLS and Black Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

Were the Worlds largest tool company. Were industry visionaries. Were solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art smart factory products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843 but that hasnt stopped us from evolving into a vibrant diverse global growth company.

What Youll Also Get

Career Opportunity: Career paths arent linear here. Being part of our global company with 60 brands gives you the chance to grow and develop your skills along multiple career paths.

Benefits & Perks

Youll get a competitive salary and a comprehensive benefits plan that includes medical dental life vision wellness program disability retirement benefits Employee Stock Purchase Plan Paid Time Off including paid vacation holidays & personal days and tuition reimbursement. And of course discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

Learning & Development:
Our lifelong learning philosophy means youll have access to a wealth of state-of-the-art learning resources including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because thats how the best work gets done. Youll find we like to have fun here too.

Purpose-Driven Company:
Youll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism giving back and sustainable business practices.

EEO Statement:
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race color religion age sex sexual orientation gender identity national origin disability veterans status or any other protected characteristic.

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