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IT Operations Manager

Date: Nov 16, 2021

Location: Wauwatosa, WI, US, 53222

Company: Briggs and Stratton

Position Description

Drives operational excellence for all production systems globally through managing a team of Briggs & Stratton employees and partners.  Develops and implements the short- and long-term Service Operation plans, in support of IT business requirements and objectives as well as provide the escalation/focal point for regional IT Service Operation arrangements and issues.

Job Responsibilities

  1. Oversees and manages service operations, service transitions and technical change releases with a focus on SAP Service Operations, performance & availability.  Manages the continuous improvement of operation services to meet business objectives.  
  2. Manages the continuous improvement of operation services to meet business objectives
  3. Coordinates the implementation of the applications rationalization and infrastructure consolidation programs
  4. Sets service level standards for IT support, by establishing improvement plans in adherence to standards and processes
  5. Manages the following processes: Incident, Event, Problem, Access, and Request, as well as project support, service delivery, service operation dashboards and managing service level agreements (SLA).
  6. Provides data for third party performance reporting and metrics
  7. Manages and resolves major operational problems and overall business continuity of IT systems
  8. Supports budget activities, including development and review
  9. Performs full range of managerial responsibilities which may include but not be limited to: interviewing, hiring, coaching and developing employees; selecting and managing service providers; planning, assigning and directing work; EEO/AA, performance management, department budget
  10. Performs other duties as assigned

Job Skills Requirements

  • Excellent written oral, and interpersonal skills
  • Comprehensive ability to clearly present complex material and recommendations to diverse audiences
  • Strong management and leadership abilities. Ability to successfully develop a positive team environment
  • Solid analytical, decision making and organization skills
  • Ability to operate with a sense of urgency to get work completed
  • Demonstrated collaborative management style with proven ability to drive significant improvements throughout the organization
  • Fluent in English and primary language used in area of responsibility and/or location


Bachelor's Degree in Computer Science, Information Technology or related field, or equivalent education and experience

Experience Requirements

  • Minimum of seven years of experience in IT service management
  • Minimum three years management experience, preferred
  • Experience supporting SAP or other ERP incident and problem management
  • Experience working with and managing a globally dispersed team
  • Experience with TQM/Six Sigma/other continuous improvement and quality methods preferred

Physical & Environmental Requirements

Limited travel


Nearest Major Market: Milwaukee

Job Segment: Operations Manager, Performance Management, Operations, Human Resources