MANAGER, CUSTOMER APPLICATION & FULFILLMENT Job
Position Summary Manages, plans and controls activities of IT production and delivery operations which meets or exceeds our European customers’ expectations. Primary Responsibilities • Oversees all activities such as applications system design, analysis and programming activities, IT production, fulfillment of customer orders, and delivery of products and services. • Consults with European sales staff and customers regarding solutions to customer issues as they relate to the technical design or modification of products. • Advises and assists other departments on the feasibility of projects, including cost, time and resources needed. • Manages the development, installation, and maintenance of computer programs for business applications. • Develops and establishes department standards and procedures; assigns, directs, and coordinates the work of the programming staff, providing technical support and direction. • Plans and schedules work assignments for the maximum utilization of resources. • Responsible for ensuring quality standards of products released and meeting or exceeding customer expectations. • Investigates root cause analysis when quality of data is questioned. Reviews internal processes to research and analyze what happened and why. Recommends solutions to data quality issues. • Controls various load factors to ensure maximum utilization of available capacity taking into account available labor, resources, and equipment. • Adjusts work schedules as necessary to meet special order requirements and to meet with European Sales, customers and ISS as necessary. • Manages assigned budget in order to minimize expenditures and optimally utilize resources. Assists in the annual budgeting process by providing accurate forecast data. • Exercises the usual authority of a manager concerning hiring, performance improvement plans and reviews, promotions, salary recommendations and terminations. • Responsible for the development and growth of direct reports. • Develops goals and objectives for the department. • Analyzes costs, activities, operations, and forecasts data to determine progress toward stated goals. • Proactively evaluates new technology to increase the efficiency, functionality and value of existing products and services. • Leads innovation and technology integration efforts. • Increases productivity/efficiency by identifying processing opportunities, evaluating technology to improve it and developing an implementation plan. • Ensures staff is cross-trained to ensure future account support and transfer of knowledge Secondary Responsibilities • May serve on committees as requested or needed • Performs other duties as requested by management Relationships/Contacts Works with applications development team, sales teams, management and customers Leadership/Supervisory Responsibilities Manages IT production resources in both North America and the United Kingdom. May manage Data Control Specialists, Data Control Analysts, all levels of Programmer/Analysts, Project Coordinators, Customer Delivery, and/or Team Leaders Minimum Qualifications • Bachelor’s degree in computer science, quality assurance/control or related field with at least five years experience in an information technology production environment or equivalent combination of education and experience. • At least one-year management experience. • Prefer a graduate degree in business management. • Ability to inform, educate and influence managers and employees to support goals and initiatives. • Exceptional written, verbal and presentation skills are necessary to effectively convey goals and initiatives to staff and management. • Experience developing and managing to budgets. • Knowledge of Polk products and services and their uses in client applications. • Knowledge of computer programming languages. • Knowledge of mainframe and open system platforms. • Knowledge of databases and their use. • Requires extensive knowledge of Polk data and its uses in various applications. Other Requirements Infrequent travel to other Polk locations Working Conditions Normal office environment Potential Jobs for Career Progression* Director, Information Technology These jobs are meant to show a natural career progression at R.L. Polk & Co. This does not include jobs that would be considered a lateral move using similar skills required for this job. Career progression is dependent upon business needs, ability to meet minimum qualifications of the new job, and employee’s overall performance. In keeping with the Polk culture of promoting from within, special consideration will be given to candidates with Polk experience. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, qualifications, or working conditions. R. L. Polk & Co. is an equal opportunity employer. Applicants will be considered without regard to race, citizenship, creed, color, sex, religion, age, national origin, marital status, physical or mental disabilities, sexual orientation or veteran status. Further, R. L. Polk & Co. provides reasonable accommodation upon request, in accordance with State and Federal laws.
