At SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests and, most importantly, our Associates. In fact, we see a day when each will say, “I can’t live without them.”

Our SpartanNash family of Associates is 20,000 strong, ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists. Each of them plays an integral role in SpartanNash’s People First culture, Operational Excellence and Insights that Drive Solutions. Ready to contribute to the success of our food solutions company? Apply now!

Location:

850 76th Street S.W. - Byron Center, Michigan 49315

Job Description:

Position: Manager Sr, Applications Managed Services

SpartanNash Associates, LLC seeks a full-time Manager Sr, Applications Managed Services based in Byron Center, MI.

Duties: Responsible for focusing on the long-term administrative / operational support and the related governance of IT systems and applications (particularly those systems currently under AMS service contracts); ensuring operational incidents and ongoing business change management is handled effectively and efficiently; and managing a team of IT specialists and outsourced partners to put in place a robust support mode that handles incidents, problem management and minor enhancements. Specific duties include: (1) utilize strong governance experience and experience building support models that balance in-house support, outsourcing and offshoring; (2) work closely with business facing vertical delivery functions (Supply Chain, Retail, Corporate and Merchandizing) as well as technology delivery horizontals (Business Intelligence, Applications Development, Integration Services, Testing Services and Automation) to structure appropriate support services; (3) design and build support models that leverage insourcing, outsourcing, and offshoring to fit the needs of different delivery functions and drive consistency in support delivery; (4) put in place appropriate SLAs, KPIs and metrics that track effectiveness and efficiency of support delivery; (5) drive cost effectiveness of support; (6) ensure consistency in the usage and adoption of helpdesk tools and processes; (7) work with vertical and horizontal delivery functions in the Applications & Business Intelligence organization to ensure that there is an operating incident response structure from helpdesk to resolver group and vendor support where appropriate; (8) manage SLAs and ensure support services are delivered within published response time and resolution time; (9) crisis management and coordination for business-critical priority one tickets; (10) develop a problem management culture that identifies root causes for incidents and eliminates recurring incidents; (11) manage a delivery process for minor enhancements; (12) drive resource allocation to minor enhancements, particularly as part of an offshore managed service delivery model; (13) measure and track demand for minor enhancements, manage resourcing levels and ensure vendor delivered AMS enhancements hours are efficiently and effectively utilized; (14) drive change management procedures in applications and put in place standards and processes for releasing change from delivery teams into production; (15) participate in change control board meetings and function as the final gatekeeper for production changes; and (16) work with helpdesk and operations team to ensure project teams have a planned and organized transition from project to long-term support.

Minimum Requirements: This position requires a Bachelor’s degree or equivalent in Computer Science, Information Technology, Computer Engineering, or related field and 5 years related (progressive, postbaccalaureate) experience.

Must also have 24 months of experience with each of the following (which may have been gained concurrently):

1) Experience in the cross-discipline solution development skillset architecting, designing, developing, documenting and QA testing said systems and solutions in the appropriate toolset including C#, .NET, SQL, XML, WPF, MVVM, and Hibernate;

2) Experience in managing projects and managing/coaching various resources skilled in solution delivery across a diverse set of technologies, both in-house, on-shore and off-shore;

3) Experience in managing the development and coding of new features and functionality in the system(s) as described in the system design documents;

4) Experience working closely with business facing vertical delivery functions (Supply Chain, Retail, Corporate and Merchandizing) as well as technology delivery horizontals (Business Intelligence, Applications Development, Integration Services, Testing Services and Automation) to structure appropriate support services;

5) Experience in contract, MSA and SLA development and the corresponding partner administration for AMS services; managing the corresponding SLAs and ensuring support services are delivered within contracted, published response times and resolution times; and

6) Experience in all aspects of driving long-term system stability; system availability monitoring, change management administrative practices (as pertains to changes affecting system availability), automated metrics capture and reporting, and incident management.

Employer will accept experience gained concurrently.

As part of our People First culture, SpartanNash is proud to offer a robust and competitive Total Rewards benefits package.

SpartanNash is an Equal Opportunity Employer that invests in Associate development, recognizes and celebrates success, fosters two-way communication, and promotes a sense of belonging. We are committed to providing equal employment opportunities to all individuals, including those with disabilities and Veterans.