IT Operations Manager

At Pacific Seafood, we do more than just provide the world with the healthiest proteins on the planet. We are an excellence-driven organization committed to being the brand of choice in the marketplace and the employer of choice in the community. We believe in servant leadership, investing in our team members, and rewarding performance. We live by the core values of our Diamond Philosophy: Quality, Teamwork, Productivity, and Excellence-which means consistently doing your best and always striving to do better.

Summary:

The IT Operations Manager in collaboration with the Sr. Director, IT oversees the team engaged in Tier 1 application support and training activities across Pacific Seafood. You will engage with the team to ensure that best practices and resources are leveraged to meet system availability and reliability 24/7/365. In this role you will be a leader who builds capabilities to monitor and focus on application uptime, process improvement, and the ability to scale the function to support Pacific Seafood company strategies. You will partner closely with IT peers to review system documentation, define, and manage service level agreements and key performance indicators, establish and refine service delivery processes, and implement new processes and procedures as necessary to ensure reliability, resiliency, and scalability of our operations.

Key Responsibilities:

Strategic IT Business Leadership:

• Provide leadership, vision, and direction to the IT Operations team. The IT Operations Manager will provide overall technical and operational leadership to ensure all supported business applications and solutions are supported to the highest possible standards.

• Assign projects, tasks, and support responsibilities to team members.

• Ensure the staff is given appropriate training so that depth of support for individual application systems is provided.

• Guide and coach team members to optimum performance and achievement of goals.

Incident and Support Management:

• Manage incidents, work requests, problem resolution, and change control workflow. Manage customers SLA expectations and ensure delivery against committed SLAs

• Provide a high level of customer service and develop solid partnerships with internal and external stakeholders to attain excellence in customer service. Manage a team of employees to ensure adequate support for all assigned IT applications including mission‐critical applications for both day‐to‐day operations and on‐call support.

Documentation, Compliance and Vendor Management:

• Ensure that systems meet business requirements and goals, fulfill end‐user requirements, and identify and resolve business issues.

• Review and identify system stability risk and take appropriate action to remediate.

• Develop and communicate system documentation for team and end users as necessary.

• Develop, distribute, and coordinate end-user reviews for modified and new systems or applications.

• Ensure support systems and applications are compliant with departmental and Pacific Seafood policies, practices, and procedures.

• Manage relationships with critical suppliers to ensure product support, service levels and overall relationship meets the expectations of the business.

• Perform other duties, as assigned.

What You Bring to Pacific Seafood:

Required:

• Bachelor's degree from an accredited college or university in Business, Technology, or equivalent work experience.

• 10+ years of experience within IT operations management in a large scale, complex technical environment.

• Technical expertise in more than one of the following domains: Support, Process Management, Hardware/End-Point Management, Enterprise Applications, Business Continuity.

Preferred:

• Previous Supply Chain, Logistics, or Food Services industry experience

• ERP implementation experience

• ITMLP Certification

• Intune/MDM

• FreshService

• Microsoft Office 365 administration

• Microsoft Licensing administration

• Palo Alto Coretex XDR experience

• Apple Business Manager

Salary Range: $107,000 - $132,000 Annually

Total compensation:

At Pacific Seafood your base wage is only a portion of your overall compensation package. We invest in our Team Members through a comprehensive and attractive total rewards package, including but not limited to:

• Health insurance benefits options, including medical, prescription, vision, dental, basic group life, and short-term disability.

• Flexible spending accounts for health flex and dependent care expenses

• 401(k) Retirement Plan options with generous annual company profit-sharing match

• Paid time off for all regular FT team members, including sick days, paid holidays, vacation, and personal time

• Employee Assistance Program- Confidential professional counseling, financial, and legal assistance provided at no charge to Team Members and immediate family members

• Product purchase program