*This is a hybrid role with three weeks per month onsite (Mon – Thurs). The fourth week is fully remote.

The IT Manager for the LEO (Business to Business) division is critical in ensuring the stability, performance, and continuous improvement of our customer-facing e-commerce platform and enterprise-specific sites. The ideal candidate will bring a strong operational lens, a passion for service excellence, and a collaborative leadership style to support our business clients and internal teams.

Operational Excellence & SLA Management

• Ensure all systems within the LEO platform meet or exceed defined Service Level Agreements (SLAs).
• Monitor system performance and proactively address issues to minimize incidents and downtime.
• Implement and maintain robust controls to ensure system integrity, security, and compliance.

Customer-Facing Platform Support

• Oversee the technical operations of our B2B e-commerce platform, ensuring a seamless and reliable customer experience.
• Support enterprise-specific site functionality tailored to individual client needs.

Team Leadership & Delivery Oversight

• Lead the Applications Delivery Team, including both employees and contractors, to execute the technical roadmap.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Ensure timely and high-quality delivery of application enhancements and support services.

Continuous Improvement & Incident Reduction

• Drive initiatives to reduce the volume and severity of technical incidents.
• Analyze trends and root causes to implement long-term solutions.

Strategic Contribution

• Contribute to the evolution and potential consolidation of e-commerce platforms across the enterprise.
• Collaborate cross-functionally to align technology initiatives with business goals.
• Drive SRE mindset in enabling support with product teams across the e-commerce platforms

Skills

• Proven leadership experience with hybrid teams (employees and contractors, onshore and offshore).
• Strong understanding of e-commerce platforms, retail space and enterprise system architecture.
• Experience with Agile methodology for Product delivery.
• Demonstrated success in SLA management, incident reduction and SRE practices.
• Excellent communication and stakeholder management skills.
• Highly engaged leadership style with a focus on team empowerment and engagement.
• Experience in B2B environments and customer-facing technology platforms.
• Familiarity with ITIL or other service management frameworks.
• Knowledge of cloud-based infrastructure and modern DevOps practices.
• Balances team performance, resource allocation, and stakeholder expectations.

Additional desirable skills

• Knowledge with e-commerce platforms like SAP Commerce Cloud, Salesforce, AWS, Integration suites

Leadership Responsibilities

• Lead and manage a team of employees & contractors, including recruitment and onboarding
• Provide guidance, support, constructive feedback and mentorship to team members.
• Foster a collaborative and positive work environment.
• Conduct regular performance evaluations, identify and address performance issues through coaching and disciplinary actions when necessary.
• Ensure optimal utilization of team member’s skills and expertise. Identify training needs within the team and coordinate relevant development programs, encourage continuous learning and skill development among team members.
• Address conflicts or issues within the team promptly and effectively.
• Manage team resources, including workload distribution and project assignments.
• Collaborate with leadership to establish team goals aligned with organizational objectives, and cascade these into team/individual performance goals.
• Contribute to the development and implementation of department strategies.

Physical Requirements

• Ability to sit for long periods of time.

Education & Experience Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; Master’s degree preferred.
• Professional certifications are a plus.
• 5-8 years of experience in IT operations, application support, or systems management, as well as leadership roles.
• Experience with agile product teams.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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