With a career at The Home Depot, you can be yourself and also be part of something bigger.
 

Position Overview:                                                                                        

The Manager of Incident, Problem and Change Management will play a critical role in ensuring the stability, reliability, and continuous improvement of our technology systems and services. This role will involve leading a team responsible for managing incidents, minimizing service disruptions, and driving effective change management practices across our technology landscape. This role requires a strong leader who can collaborate with cross-functional teams, manage critical incidents, and drive continuous improvements to enhance our IT systems. In addition, this manager role will encompass leadership of the Canada Technology Support Centre (CTSC), providing support for our store associates in resolving issues related to store systems, including COM, hardware, and other essential technologies.

Key Responsibilities:                                                                                     

Strategy & Planning:

• Contributes to and makes recommendations for strategic plans in support of key objectives in a timely and fiscally responsible manner
• Supports and nurtures strategic vendor relationships; recommends ways to influence vendors that align to domain, portfolio, and enterprise strategic objectives
• Thought Leadership- Evaluates new technologies for adoption across the enterprise 
• Helps to identify and demonstrate emerging technologies for adoption by product teams

Delivery & Execution:

• Owns and manages key functional areas and tracks the progress of multiple projects on the Home Depot’s Canada Technology Support Center and Incident Management.
• Collaborates and partners with other teams to prioritize enhancements and bug fixes to enable our store associates to offer the best level of care for our customers   
• Oversee the change management process, ensuring that all technology changes are documented, tested, and implemented in a controlled and consistent manner.
• Project management and administration that include work plans, projects, resource planning, status reports, and preparing annual budgets.   
• Works with vendors and partners for the successful implementation of applications and platforms
• Responsible to build dashboards, logging, alerting, and responses to ensure that issues are captured and addressed proactively       
• Resolves information services problems by analyzing issues, discerning the most appropriate courses of action, providing tactical direction and, when necessary, re-allocating resources
• Communicates status of activities with the senior management, business partners, peers and end users.

Support & Enablement:

• Responds to inquiries from business stakeholders, technology teams, product teams, and support functions, ensuring clear communication and alignment across all groups.                  
• Monitors tools and participates in conversations to encourage collaboration across product teams
• Proactively builds foundational knowledge of emerging technologies and industry best practices by engaging with diverse learning resources such as articles, tutorials, videos, and thought leadership content from leading technology organizations.
• Provides application support for software running in production

People Leadership:

• Provides leadership, mentoring, and coaching to team members and other technology associates                                                                                         
• Attracts, develops, and retains top technical talent to build and sustain high-performing, world-class software development teams
• Conduct 1:1 meetings with Associates.
• Conducts Regular PACE/performance reviews, including reviewing individual development plans      
• Fosters collaboration with team members to drive consistency across product teams, and finds opportunities to expose associates to career interests
• Guides team members in strategy, alignment, analysis, and execution tasks within and across cross functional teams
• Participates in and contributes to learning activities around modern software design and development core practices (communities of practice)                                                              

Skills:

• Experience with project delivery for large, cross-functional projects with large-scale systems of world-class availability, scalability, and performance requirements.                   
• Excellent communication skills, including, presentation, facilitation and writing skills.
• Excellent stakeholders and vendor management skills.
• Strong business and financial analysis skills                                                                  
• Strong familiarity with Service Now, JIRA, MyToolBelt, COM
• Excellent organizational and large-scale projects management skills.
• Experience in operating autonomously across multiple teams, demonstrated critical thinking       
• Proficient in hiring, managing and growing team members in a professional setting    
• Proficient in prioritizing and balancing workloads across multiple team member          
• Experience in conducting regular performance evaluations and provide feedback.                                                                                                                                    

Minimum Education:

• A bachelor’s degree in computer science or equivalent work experience.

Minimum Years of Work Experience:

• 6-8 Years of Relevant Work Experience, including experience managing cross functional software development initiatives                                        

Minimum Leadership Experience:

• 3-5 year Relevant experience leading large teams                                

Other Requirements/Assets:

• Experience operating independently across multiple teams, demonstrated critical thinking
• Experience establishing work relationships across multi-disciplinary teams and drive results with multiple partners in different time zones.
• Highly preferred technology experience of applications in any big box retail organization.
• Experience working with senior leaders to drive business decisions and deliver projects

Previous experience defining SLAs and performance matrix for the team, and regularly monitoring and mentoring them to achieve those with high quality standards.