Job Summary:

The Technology Ops Operations Manager plans, coordinates, and oversees Infrastructure related activities and other key initiatives that support the Rental business through collaboration with key stakeholders. This role will also provide support to the Product Owners and Product Admins to support the overall business.

The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; Participate in ongoing self-development.

Essential Functions:

• Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS)
• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models and processes to ensure alignment with our Vision, Values, and Mission
• Collaborates with leadership across his/her business area to develop technology visions and associated business value and financial plans and provides recommendations for ongoing troubleshooting, functionality, and administration
• Manages existing execution/information systems and oversees configuration, implementation, and user acceptance of new or enhanced modules or hardware
• Collects functionality requirements within assigned area and coordinates with internal/external development departments to ensure requirements are met
• Ensures that system specifications, input and output processes, and working parameters for hardware and software are compatible with existing systems and promote stability across technology platforms
• Monitors system availability against established performance standards and troubleshoots and resolves networking and operating system problems
• Provides support and direction to Product Owners related to process problems with technology solutions
• Generates reports, tracking production items through their lifecycle and periodically meets with stakeholders (internal, customer, and partners) to understand their needs and manage expectations
• Conducts discovery sessions, gathers data, creates process flow diagrams, interfaces designs, process maps, inputs, outputs, perform analysis, identifies root cause to issues, QA tests, provides solid solutions, and creates functional documentation
• Participates in Agile projects as the voice of your business colleagues and customers, providing business perspective on day-to-day development and project delivery
• Ensures the maximization of investment and capabilities of the purchased or proprietary software products supporting his/her business area
• Collaborates with business stakeholders in working with technology vendors to understand their capabilities and alignment with our strategic roadmaps
• Drives accountability with third party service providers
• Influences and motivates staff members to use HOLT’s Values Based Leadership (VBL) tools ensuring Legendary Customer Service with all services they deliver
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Proven track record of successfully managing technical teams and driving results in a fast-paced and dynamic environment
• Experience managing budgets and resources, and a proven ability to manage projects from inception to completion
• Demonstrates a practical sense and ability to build strong partnerships in a dynamic, diverse, and collaborative team environment with changing and fluid needs
• Able to effectively work and negotiate with Senior Executives and Product Owner/Manager/Admin roles on strategy, standards, and technology requirements
• Solid understanding of business unit operations and key functional processes is required
• Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions
• Excellent communication skills with the ability to present complex concepts into simplified solutions in a straightforward and understandable manner to multiple stakeholders
• Ability to work effectively with internal and external stakeholders in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are required
• Ability to focus on business value results, rather than solutions; Results and value-oriented
• Ability to manage scope change process and issue identification/resolution
• Demonstrated ability to develop and execute strategies, which capture opportunities to serve multiple stakeholders, providing clear direction and support to the team
• Ability to execute in a fast pace, rapid iteration environment while balancing multiple priorities
• Ability to monitor and communicate status to senior leadership
• Ability to make trade-off decisions between possible and desirable, which requires a good sense of what is technically feasible
• Ability to identify high value activities that will bring ROI or differentiate our business from that of our competitors

Education and Experience:

• Bachelor’s degree in Information Technology or related field preferred
• Minimum of eight years’ experience in IT, business analysis, process improvement, business operations, QA, and/or project and product management leadership
• Proven experience as a highly collaborative liaison between business and IT
• Vendor management experience

Supervisory Responsibilities:

• Responsibilities include, but are not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Travel:

• Up to 10%, to include overnight

Physical Requirements:

• This role frequently communicates with others, must be able to exchange accurate information in these situations
• This role routinely uses standard office equipment such as computers, phones, photocopiers, and conference room AV/video equipment

Work Environment:

• Works primarily in a professional office environment
• Frequently works at fast pace with unscheduled interruptions