IT Operations and Service Delivery Manager

  • 6744 S Howell Ave, Oak Creek, WI 53154, USA
  • Employees can work remotely
  • Full-time
  • Department: Information Technology

Job Description

In this role, you will manage the IT Operations and Service Delivery for the global Fortune Brands Outdoors and Security organization and assist in delivering applications-based operational support within the company.  In this role, you will acquire adequate expertise around Master Lock ITSM (ServiceNow), ERP (on premise and cloud), and other peripheral applications that are part of the IT Technology ecosystem, to support the business operations and meet the agreed-upon support SLAs. You will be responsible for service delivery for both applications’ hosting services and applications managed services provided by 3rd party vendors. You will explore exciting opportunities to drive efficiencies in our system and business processes, coordinate and lead primary Operations continuous improvements and adapt to and learn new technology trends.

  • Manage Oracle Applications environments' maintenance and related change management with hosting partner                                                   
  • Manage service delivery with hosting and application managed services partners to ensure appropriate expectations and SLA on incident response and resolution times                                
  • Develop Oracle Operational excellence processes and documenting SOX processes                             
  • Use Project Management Methodology to plan and execute projects in time, budget and available resources.
  • Contribute to building an ITIL CoE using ServiceNow
  • Manage team members performing ERP administration and ITSM system administration
  • Lead improvements in the use of ServiceNow across IT and Business, as well as help enforce consistent ITIL practices                                                         
  • Manage release schedules for various patching and change requests along with coordinating testing activities across various team
  • Serve as the primary or secondary (backup) point of contact, as required, for Service Delivery coordination. Partner with hosting provider to facilitate the incidents, problems, and requests to ensure work is assigned, worked, and resolved within contracted SLAs and escalating wherever necessary on an ongoing fashion through ITSM software, weekly status meetings, and direct contact wherever necessary.
  • Ensure system uptime and availability for all critical business services and applications under the purview of Operations.
  • Report on all IT Operations metrics and application performance on various reporting platforms across levels of the organization.
  • Manage major and minor ERP (on premise and cloud) application, database and OS level upgrades, release schedules, and testing effort
  • Support compliance team with monthly, quarterly SOX audits and support the annual FBHS internal audit and external audit cycles with appropriate documentation and testing coordination with hosting partners and technology vendors
  • Manage IT change management and various IT policies and procedures documentation and adherence.
  • Manage adoption of best practices related to application governance and development


  • Bachelor’s degree in Information Technology/Computer Science or minimum of 5+ years applicable IT operations & service delivery work experience required.
  • High energy, confident, and effective communicator while supporting users, and ability to bring attention to detail, driving action required for day to day tasks and project tasks
  • Ability to support a 24x7 (in an on-call rotation) to handle any off-hour system emergencies
  • Functional development or technical experience with the ERP (Oracle EBS, Oracle Cloud, etc.
  • 5+ years of practicing ITIL processes and using ITSM tools and technologies such as ServiceNow, ITIL certification is a plus
  • Ability to suggest best practices around change management and service management practices
  • Ability to mentor junior associates on related tools, technologies, and processes
  • 5+ years in working with IT-based ticketing and support systems like Service Now, Jira, Remedy or Oracle in a Service Desk or Help Desk environment
  • 3+ years of understanding of IaaS, SaaS and PaaS cloud technology and applications                                                                    

Additional Information

Fortune Brands Outdoors & Security is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local low. Fortune Brands Doors & Security also prohibits harassment of applicants or employees based on any of these protected categories.

Candidates for positions with Fortune Brands Outdoors & Security must be able to present proof of identity and work eligibility post hire. Immigration visa sponsorship is not available for this position and accordingly this position is not appropriate for foreign students who will require sponsorship in the future, including assistance with an Optional Practical Training (OPT) F-1 extension.

To all recruitment agencies:  Fortune Brands Outdoors & Security does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, our employees or any other company location. We are not responsible for any fees related to unsolicited resumes/CVs.

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