Senior IT Manager, Solutions Support

Sr IT Manager, Solutions Support

Position at Wills Group, Inc Job Purpose and Function The Sr IT Manager, Solutions Support proactively and holistically leads and partners with various business teams and across IT to guide the development and management of a portfolio of solutions. This individual is accountable to align Information Technology teams to the concepts and understanding of the business goals, objectives and business outcomes, business capabilities, value-streams, and business processes and their importance in the overall enterprise application landscape. The Sr IT Manager, Solutions Support provides the necessary leadership, analysis and design tasks related to supporting the development of technology solutions to ensure that solutions meet business needs and align with architectural governance and standards. They create deliverables for managing the organization's portfolio of "as is" and "to be" solutions — including systems (applications, processes, information and technology), shared infrastructure services, and shared application services and components to enable and drive targeted business outcomes. They will manage and provide leadership to a team of two to four Solutions Analysts responsible for supporting the technology used by the business teams. For their staff, in addition to people leadership, they will provide guidance and assistance in supporting business areas within their portfolio and serve as the primary point of escalation in support of those business areas.

Service Delivery

• Collaborates with IT PM, Infrastructure, Support to identify recurring issues or opportunities within portfolio
• Provide documentation and training to IT Support on new systems and recurring issues
• Serve as escalation point for support tickets
• Partners with Project Manager(s) on large scale initiatives to ensure the execution of plans corresponds with what is being promised throughout the project or product lifecycle.
• Understands business drivers and business capabilities (future and current state) and determines corresponding enterprise solution designs and change requirements to drive the organization's targeted business outcomes.
• Participate in regularly scheduled IT/Business Relationship meetings, provide status reports on progress and review both short-term and long-term roadmaps to ensure alignment with individual portfolio and enterprise goals.

Business Analysis

• Evaluate new business requests to identify solutions - technology and process
• Accurately capture user requirements to avoid rework
• Create and maintain system and user documentation
• Translates business requirements into technical requirements, business process requirements/changes and recommendations to achieve business objectives and documents all solution design and analysis work. This includes design documents, process flows, requirements, specifications, test plans and support documentation.
• Monitors the current-state solution portfolio to identify deficiencies through aging of the technologies used by the application, or misalignment / changes with business requirements.
• Supports management and presents recommendations for end-of-life product decisions to maintain, refresh or retire services, or systems.
• Understands emerging technology trends and disruptions and their practical application to enable new and evolving business and operating models.
• Collaborate on the development of Solution Scorecards that assesses the solution fit, alignment to current technology standards, alignment to future strategies and overall "health" of the applications and solutions within the portfolio.
• At least annually, analyzes the technology industry, competitors, and market trends, and determines their potential implications for a given solution and presents their findings and recommendations to both business and IT stakeholders during the Solution Scorecard review process.

System Administration and Support

• Perform software updates
• Maintain base configuration in systems
• Regression Testing
• Analyzes the business-IT environment to detect critical deficiencies, legacy, and technical debt, and recommends solutions for improvement.
• Provides support to other Solutions Analysts to ensure the technology is aligned with the overall enterprise architecture and strategies.
• Maintain clear documentation on the solution architecture of their individual portfolio and partner with other Solution Analysts to complete a full view of the enterprise solution architecture. This ensures the proper documentation and transition to the support organization occurs.
• Lead the application support duties on Tier 3/4 escalation for supported portfolio.

What We're Looking For Basic Qualifications

• Bachelor's or master's degree in computer science, information systems, project management, or general business management (or a related field). Alternatively, equivalent progressive IT experience. Project management training and certification are preferred.
• Minimum of five years of experience in at least two IT solution development disciplines
• Minimum of three years in IT Management - Manager, Support Manager, Project Manager or Program Manager, etc.
• Exposure to multiple, diverse technologies, platforms, and processing environments.
• Good understanding of strategic and emerging technology trends, and the practical application of existing and emerging technologies to new and evolving business and operating models.
• The ideal candidate will have enterprise resource planning (ERP) experience and experience with PDI Technologies is helpful, but not required.
• Experience in leading a team.
• Understanding of IT standards and controls.
• Exceptional understanding of application development methodologies and infrastructure and network architecture.
• Excellent analytical, planning, organizational and technical skills.
• Excellent written and verbal communication skills.
• Ability to work with developers in an outsourced environment.
• Organizationally savvy, with the ability to navigate organizational politics and competing agendas.
• Skilled at influencing, guiding and facilitating stakeholders and peers with decision making.
• Ability to articulate new ideas and concepts to technical and nontechnical audiences.
• Ability to understand and balance long-term and short-term goals.
• Ability to translate future-state business capabilities and requirements into solution requirements.
• Ability to work creatively and analytically to solve business problems and propose solutions.
• Ability to quickly comprehend the functions and capabilities of new technologies.
• Exceptional collaboration and teamwork skills.
• Strong sense of urgency and ability to prioritize competing priorities.

Key Competencies

• Delivering results and meeting customer expectations
• Working with people
• Adapting and responding to change
• Analyzing
• Applying Expertise and Technology

Availability and Travel

• This hybrid role complies with our company's hybrid telework schedule. Our operating days and hours are Monday through Friday from 8:00 AM to 4:30 PM, with in-office days being Tuesday through Thursday, reserving Monday and Friday as work-from-home.
• Occasionally, business needs may require periodic work obligations outside of core business hours.
• This role may require occasional travel, including overnight stays for training, conferences, or other events with reimbursement available for approved accommodations and/or expenses.
• This role requires utilization of your personal vehicle for travel; mileage reimbursement and/or vehicle reimbursement programs are offered by Wills Group accordingly.

ADA Compliance The Wills Group is committed to providing equal employment opportunities and fostering an inclusive workplace for individuals with disabilities. In compliance with the Americans with Disabilities Act (ADA), we ensure that all qualified individuals are given the necessary accommodations to perform the essential functions of their roles. We encourage open communication and collaboration to identify and implement reasonable accommodations that support the success of our employees while maintaining operational excellence. Reasonable accommodations can be discussed during the hiring process.

Why You Should Join Wills Group As a thriving, family-owned, $1.5 billion company headquartered in scenic La Plata, Maryland, (a 45-minute commute from Washington, DC), we take pride in our strong presence across the Mid-Atlantic region. Featuring nearly 300 retail locations of our family of brands including Dash In, Splash In ECO Car Wash, and SMO Motor Fuels, we are shaping the future of convenience retailing, fuels marketing, and commercial real estate. Since 1926, our work-hard, play-hard mentality propels us to serve the communities that have supported us throughout the years. Keeping lives in motion is more than our mission--it's our way of life! We're dedicated to empowering individuals to embrace new possibilities and chart their own paths to success. Discover the fulfillment of working alongside passionate professionals, where your ideas are valued, and your potential is nurtured. Become part of something bigger when you join the Wills Group!

Benefits and Perks Embark on a rewarding journey where your growth, future, and well-being take center stage! As a certified Great Place to Work™, the Wills Group understands today's professionals desire meaningful careers with a culture that's as authentic as possible.