IS Manager - IT Business Solutions

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Job Summary:  

The Information Systems, Manager works within and across business units. The IS Manager is responsible for the day-to-day leadership and development of the Technology Team members. This position actively supports the enterprise by ensuring their team provides the highest level of customer service to both internal support teams as well as MarketSource clients. Projects engage a broad spectrum of functional disciplines within MarketSource, including work force management (WFM), customer relationship management (CRM), technology/software evaluation, and asset management.   

The IS Manager is responsible for building, deploying, and continuously improving client programs by engaging subject matter experts (SME’s) spanning these functional disciplines. 

Essential Job Functions: 

• Provide day-to-day management of all team resources (technologists and asset coordinators) 

• Lead the team in the development of departmental work including RFP/Proposal support, new client program development/launches, continuous improvement workshops, change management, standard operating procedures, and technology operations 

• Regular management of work requests 

• Resource management of work designated to become a project 

• Project and portfolio management of the Retail Book of Work 

• Mentor team and direct reports on tools and techniques to eliminate non-value add activities and process variation to improve quality, productivity, and client satisfaction 

• Provide leadership to cross-functional and cross-site teams through influence 

• Proactively manage communication and relationships with key stakeholders 

• Ensure the IS organization embraces a mindset and culture of continuous improvement 

• Evaluate and assess technologies and approaches to increase the technology team’s ability to provide greater value for internal and external customers 

• Support Company and Business Unit Strategic Initiatives 

• Contribute in the development of the process model 

• Set the priorities of process improvement projects 

• Ensure that process improvement objectives, specific goals, measures, and metrics are aligned with business needs 

• Partner with Project Manager to align project plans with the business demands 

• Provide guidance and support to the team throughout the entire process improvement project 

• Partner with the Product Owner to align on business requirements to provide the best technical solutions 

• Communicate key lessons learned and best practices 

• Develop the team to ensure they consistently meet and deliver required performance goals 

• Monitor individual team members to identify strengths and weaknesses. 

• Provide coaching and training opportunities to increase performance, leverages strengths across the team 

• Monitor and coach team on client communication, interpersonal communication and documentation 

• Establish annual performance goals and support team in achieving goals by providing both positive and constructive feedback 

• Relationship management of cross-functional partners, vendors, and clients as appropriate

Required Knowledge, Skills and Abilities: 

• Knowledge and experience utilizing technical problem-solving concepts and techniques 

• Ability to provide direct, clear, concise, actionable (positive and corrective) feedback to others 

• Strong interpersonal skills including conflict resolution, coaching, and mentoring 

• Ability to foster positive stakeholder relationships 

• Demonstrated ability to provide vision, meaning, direction and focus to the organization 

• Ability to anticipate and develop strategies and creative business solutions 

• Ability to use rigorous logic and methods in solving difficult problems 

• Knowledgeable about current and possible future IT trends and technology 

• Ability to effectively deal with complex concepts and prioritize/focus activities 

• Must have a broad, enterprise-wide view of the business and appreciation for strategy, processes and capabilities, enabling technologies, and governance 

• Must be able to manage programs 

• Must be knowledgeable of workforce management and customer relationship management functions and tools 

• Proficient with MS Office Suite (Excel, Outlook, Word, PowerPoint, Visio) 

Job Requirements: 

• 10+ years of related job experience is required; 5+ years IT supervisory experience 

• Bachelor’s Degree in a Technical or Business discipline is required 

• Master’s Degree in a Technical or Business discipline is a plus 

• Certifications in Lean, Six Sigma, or Kaizen are a plus 

• PMP Certification a plus 

MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email HR@MarketSource.com.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  This role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others.