Senior Director, Technology Support

Position Summary...The Senior Director of Technology Service Management provides leadership and oversight of technical support and operations of stores, pharmacies, logistics, and Omni/eCommerce. As well as service management and IT asset management.
To be successful, the Senior Director will need to have extensive experience in IT service management, asset management, infrastructure, operations, and leadership. The leader will also need to have excellent communication, problem-solving, and project management skills. As well, the leader will be expected to foster a culture of innovation, collaboration, and customer satisfaction within the team and across the organization.
The Senior Director of Technology Service Management needs to effectively partner with Walmart International, Home Office (Bentonville), and various third-party service providers and vendor partners to support products, technologies, and services in matrixed organization. The leader is also expected to collaborate with other senior leaders to align our IT strategy with our business goals and ambition.
What You'll Do...

• Formulate and execute the strategic priorities for the IT Asset Management and Technology Support teams to ensure all activities consistently meet operational service level requirements and satisfy the production support needs of Walmart Canada’s various stakeholders in the Stores/Pharmacy, Logistics, Store Support Centre, and Omni/eCommerce domains.

Establish the IT Asset Management framework for Walmart Canada encompassing the areas of Procurement, Shipping and Receiving, Inventory Control, License Management, and Inventory Decommissioning / Disposal.

• Participate in the development, implementation, and review of the Technology Strategy during Technology Leadership meetings. Ensure that the perspective of technology support, where the focus is on technology assets being high performing/availability and a key enabler for any Walmart Canada associate’s productivity, is made meaningful, always heard, and included in any decision-making process.
• Establish effective working relationships with Walmart Canada’s Product Management, Infrastructure, Technology Rollouts, and Walmart International teams to ensure:
• Setup an effective Problem Management practice to prevent recurring technology incidents and minimize the impact of incidences that cannot be prevented across Stores/Pharmacy, Logistics, Store Support Centre, and Omni/eCommerce domains.
• Continuous improvement of the support infrastructure for existing technology assets
• Contribute to the Business Continuity and Disaster Recovery Plan (BCDR) and ensure that it is managed, verified, tested and the relevant technology asset backup and restoration is in place.
• Define and control the IT Asset Management and Technology Support capital and operating budget and partner with various stakeholders (Legal, Strategic Sourcing, Bentonville, etc.) in the procurement and negotiation of vendor services/contracts.
• Timely setup of a standardized technology support framework and knowledge transfer process for new technology assets
• Build a strong communication framework with the line of Walmart Canada business partners so that clear, precise, and timely information is shared on the resolution of any technology issue. Ensure escalations for critical/P1/P2 technology support incidences are handled in a consistent and effective manner.
• Reduction of technical debt impacting various technology assets

Define and implement controls that provide checks and balances on technology assets procured are the same assets delivered/received, paid for and deployed into production. Work closely and collaboratively with the Technology Finance Execution, Star Complex, and other relevant teams to ensure strict compliance.

• Provide guidance and development for Walmart Canada’s technology support professionals and ensure:
• Execution of production support services with an omni / end-to-end view of the customer’s/associate’s technology support needs
• Sharing of best practices across Stores/Pharmacy, Logistics, Store Support Centre, and Omni/eCommerce domains
• A high-performance culture that focuses on teamwork, service excellence and ownership for resolving technology issues

Qualifications

• Demonstrated ability to apply IT in solving business problems.
• Demonstrated understanding of best practices in Agile/Scaled Agile.
• Ability to set and manage priorities judiciously.
• In-depth knowledge of applicable laws and regulations as they relate to IT.
• 8+ years related work experience.
• PMP and ITIL Certification preferred
• University degree in the field of computer science or information systems

Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Age – 16 or older
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
1940 ARGENTIA RD, MISSISSAUGA, ON L5N 1P9, Canada
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