MANAGER, IT OPERATIONS SUPPORT

| West Suburbs

OUR STORY:

Ulta Beauty is the largest specialty beauty retailer in the United States and the place for the true beauty enthusiast who gets butterflies as she shops for beauty and experiments throughout our store. We are the only one to provide our guests prestige, mass and salon products and services under one roof – All Things Beauty, All in One Place™. We put our guests at the center of all we do, committing to offer her unrivaled ways to be beautiful in an environment that provides the thrill of exploration and delight of discovery.

 

POSITION SUMMARY:

The Manager, IT Operations Support manages the daily operations of a designated staff of IT professionals who monitor the performance and availability of the company’s applications, services and network. This position is responsible for system monitoring, change management, production support as well as establishing operational policies. This position produces high quality service measured by low costs, high customer satisfaction, high rate of resolution on first contact, low aged ticket ratio and fast response to incidents. 

 

CORE JOB RESPONSIBILITIES:

  • Requirements Definition & Management: Leads scoping and business priority-setting for change initiatives. Evaluates and selects the most appropriate means of representing business requirements in the context of a specific change initiative, ensuring traceability back to source. Evaluates requirements for fitness for purpose as well as adherence to business objectives and consistency, challenging positively as appropriate. Ensures formal agreement by stakeholders on scope and requirements. Manages requests for and the application of changes to base-lined requirements. Identifies the impact on business requirements of interim scenarios as well as the required end position. Provides and evaluates the use of modelling and analysis tools, methods and standards. Develops business cases which define potential benefits, options for achieving these benefits through development of new or changed processes, and associated business risks.
  • Availability Management: Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation and remediation of all SLA breaches.  Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.
  • Incident Management: Ensures that incidents are handled according to agreed procedures.  Leads the investigation of escalated incidents to responsible service owners and seeks resolution. Manages recovery, following resolution of incidents.  Ensures that resolved incidents are properly documented and closed. Initiates the analysis of incident causes, informs service owners in order to minimize probability of recurrence, and contribute to service improvement. Oversees the metrics and reports on performance of incident management process.
  • System Development Management: Leads solution development projects which support the organization's objectives and plans. Ensures that senior management is both aware of and able to provide the required resources.  Contributes effectively to improving solution development processes within the organization justified by measurable business benefits.  Facilitates availability and optimum utilization of resources.  Reviews the progress of development projects, ensuring that projects are carried out in accordance with agreed standards (including industry & Ulta standards), methods and procedures.
  • Relationship Management: Reviews the communications needs of each stakeholder group in conjunction with business owners and subject matter experts. Translates communications / stakeholder engagement strategies into specific tasks.  Creates stakeholder engagement/communications plans, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information.  Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans.  Negotiates with stakeholders at senior levels and ensures that organizational policy and strategies are adhered to. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Contributes to the development and enhancement of customer and stakeholder relationships.
  • Capacity Planning: Assesses service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Creates techniques to control the demand upon a particular resource or service.
  • Performance Management: Supervises individuals. Allocates routine tasks and/or project work. Provides direction, support and guidance as necessary, in line with individuals’ skills and abilities. Monitors progress against agreed quality and performance criteria. Acts to facilitate effective working relationships between team members.

 

ADDITIONAL RESPONSIBILITIES:

  • Manage the 24x7 IT Operations Team and provide direction on priorities. Create and promote a productive environment, ensuring the team has the necessary skills and tools to meet department goals. 
  • Improve operational systems, processes and policies to achieve all goals and objectives. Manage IT change and asset management programs. Design and implement data center environment policies to ensure alignment with organizations plans and continuity.
  • Make decisions guided by policies, procedures and business plans.  The manager is responsible for the policies and procedures directly impacting or executed by the IT Operations Team.
  • Monitor and analyze IT system alerting, reporting and trending to ensure availability and identify improvement opportunities. 
  • Utilize metrics to identify SLA performance and team productivity. 
  • Prepare and review all SLA, Operational Metrics and KPI scorecards. 
  • Manage prompt response to critical production outages. 
  • Ensure proper maintenance and repair of data center equipment, manage and report on internal and vendor service levels including redundant power, cooling and policies.
  • Responsible for enterprise job scheduling and batch processing.
  • Maintain service levels as measured by team performance and user satisfaction.
  • Works closely with the business and IT to develop cost effective support solutions.

Requirements

REQUIREMENTS FOR CONSIDERATION:

  • Bachelor's degree in Computer Science, CIS, or equivalent professional experience
  • 8+ years of IT operations experience
  • 5 years’ experience managing technology teams with event triage and break/fix procedures
  • Excellent analysis/troubleshooting skills, able to solve problems efficiently
  • Excellent communication skills; feels comfortable working with non-technical business partners
  • Able to motivate others to drive desired results
  • Demonstrated ability to present recommendations to senior leaders for effective decision making
  • Work with production support and project consultants in an onshore / offshore model
  • Flexibility of providing support during odd hours, weekends, and peak seasons
  • Minimal travel required (training/conferences)
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Technology we use

  • Engineering
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Location

Our satellite campus is in Chicago at 120 S. Riverside Plaza with 100 workstations & conference rooms which associates can reserve.

What are Ulta Beauty Perks + Benefits

Ulta Beauty Benefits Overview

Being rewarded for your hard work never goes out of style. With a number of options to choose from, you can select benefits that meet the needs of you and your family. And benefits begin on your first day of active employment.

In addition to the competitive benefits outlined, we also have a generous Associate Discount of 25% off on retail products and 50% off on salon services.

Culture
Volunteer in local community
Ulta Beauty partners with After School Matters and Skills for Chicagoland's Future.
Partners with Nonprofits
Ulta Beauty is proud to partner with the Breast Cancer Research Foundation, Dress for Success and Save the Children through the Ulta Beauty Charitable Foundation.
Intracompany committees
Ulta Beauty has a variety of Corporate Associate groups, such as the Ulta Green Group.
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Highly diverse management team
Ulta Beauty is committed to ensuring our "Champion Diversity" value and "Inclusion" competency are part of who we are and the decisions we make.
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Ulta Beauty associates can contribute up to the IRS limits of $2,625 annually to their Health Care FSA and up to $5,000 to their Dependent Care FSA.
Disability Insurance
Ulta Beauty provides all benefit-eligible associates with company paid short-term disability and long-term disability insurance. Associates may also purchase supplemental AD&D insurance.
Dental Benefits
Ulta Beauty offers dental insurance to eligible associates and their dependents.
Vision Benefits
Ulta Beauty offers voluntary vision insurance.
Health Insurance Benefits
Ulta Beauty offers dental insurance to eligible associates and their dependents.
Life Insurance
Ulta Beauty provides all benefit-eligible associates with company paid basic life insurance. Associates may also purchase supplemental term life insurance.
Pet Insurance
Ulta Beauty offers voluntary pet insurance.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Ulta Beauty associates can save for their retirement by participating in the 401(k) plan administered by Fidelity, following 60 days of service.
401(K) Matching
Ulta Beauty matches 100% of the first 3% and 50% of the next 2% of eligible compensation deferred and is 100% vested immediately.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 4 weeks of paid parental leave for the birth parent and provide 2 weeks of paid leave for the non-birth parent.
Flexible Work Schedule
Ulta Beauty provides associates with a flexible work schedule that includes flexible start and end times and summer hours.
Family Medical Leave
All Ulta Beauty associates are eligible to apply for a leave of absence, which will be reviewed for any federal (FMLA) or state protected leave eligibility.
Adoption Assistance
Ulta Beauty provides adoption assistance.
Company sponsored family events
Ulta Beauty participates in National Bring Your Child to Work Day.
Vacation & Time Off Benefits
Generous PTO
We believe each associate should have time off from work each year. Ulta Beauty provides the following paid time off: vacation days, personal days, sick days and paid holidays.
Paid Holidays
Paid Sick Days
Ulta Beauty provides paid sick days to associates.
Perks & Discounts
Casual Dress
Company Outings
Teams within Ulta Beauty host company outings semi-annually.
Relocation Assistance
Ulta Beauty provide relocation assistance where eligible.
Professional Development Benefits
Job Training & Conferences
Ulta Beauty offers associates professional development opportunities like onsite training courses and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Ulta Beauty provides financial assistance to active, full-time associates with at least one year of service for tuition-related expenses.
Lunch and learns
Ulta Beauty hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Customized development tracks
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