Sr Service Manager - Tech Vendor Operations

Job Id: R0000388109

The pay range is $87,000.00 - $156,000.00

Pay is based on several factors which vary based on position. These include labor markets and in some instances may include education, work experience and certifications. In addition to your pay, Target cares about and invests in you as a team member, so that you can take care of yourself and your family. Target offers eligible team members and their dependents comprehensive health benefits and programs, which may include medical, vision, dental, life insurance and more, to help you and your family take care of your whole selves. Other benefits for eligible team members include 401(k), employee discount, short term disability, long term disability, paid sick leave, paid national holidays, and paid vacation. Find competitive benefits from financial and education to well-being and beyond at https://corporate.target.com/careers/benefits.

SR. SERVICE MANAGER – Vendor Operations

About us:

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.

Working at Target means the opportunity to help all families discover the joy of everyday life. Caring for our communities is woven into who we are, and we invest in the places we collectively live, work and play. We prioritize relationships, fuel and develop talent by creating growth opportunities, and succeed as one Target team. At our core, our purpose is ingrained in who we are, what we value, and how we work. It’s how we care, grow, and win together.

Right on pace with Target’s distinctive and beloved retail brand, the SAVE (Stores, Assets and Vendor Experience) team directly influences the Store and field experience by providing excellent support services for Target technology in all Target facilities. The SAVE team’s mission: We maximize the value of vendor services; holding vendors accountable to commitments while supporting their efforts to be successful.

We leverage vendor partners to deliver on-site, hands-on tech hardware support by field technicians, as well as provide off-site repairs – either in warranty or out of warranty – for Target-owned devices and connectivity. Additionally, SAVE ships parts as “depot exchange” incidents and for the majority of vendor service calls from Target’s “HQ Depot” at our Headquarters building, to all Target facilities, and manages the health of spare pool inventory. The SAVE Vendor Management team is responsible for maximizing the value of our vendor services by monitoring vendor adherence to contractually agreed upon Service Level Agreements (“SLAs”), financials and overall service scope and performance. This Sr. Service Manager role within SAVE is responsible for the management of operations of multiple vendor partners that provide onsite field technicians to support Point of Sale and Self-Checkout hardware. This is a high impact role that directly influences and impacts the overall health of Target store technology. Additional responsibilities include:

• Leading regular operational meetings with onsite field technician vendor partners to ensure Target receives the best service from our suppliers, including proactive identification of service gaps as well as influencing actions for improvement
• Having regular oversight of technician service calls, ensuring that each service call is completed effectively and efficiently, and within SLA
• Collaborating with internal parts shipment team and Target field locations on effective and efficient receipt of parts for service calls
• Liaising between vendor partners and internal teams related to services provided by vendor partners, including escalation management, technician scheduling and ticket management
• Leading internal platform operations meeting with engineering platform partners to show back insights gained into POS and Self-Checkout device performance and operations in the field
• Driving results as part of onboarding and training new technologies to vendor partners
• Utilizing data to inform decisions and improve overall support processes, including championing two-way observability between vendor partners and internal teams.
• Demonstrating a strong ability to build relationships through challenging discussions
• Collaborating with multiple stakeholders to drive continuous improvement, effectively managing through change

About You:

• 4-year college degree and/or equivalent experience
• 5+ years of demonstrated vendor operations management experience
• Demonstrated track record of effective results-oriented tasks
• Ability to work in a fast-paced and rapidly changing environment
• Ability to multi-task & handle multiple priorities effectively
• Ability to quickly problem solve and think creatively, negotiate and find timely winning solutions
• Possesses strong analytical, reasoning, and critical thinking skills
• Strong interpersonal, written & verbal communication skills
• Strong data analysis skills and advanced Excel skills
• Demonstrated track record of exceptional client support, attention to detail and collaboration
• Proficient in Microsoft Office suite, especially Excel, Word, and Power Point
• Willingness to collaborate with multiple partners
• Ability to troubleshoot technical problems and understand technical ecosystem

Desired Requirements:

• Experience with Service Now incident management system

This position will operate as a Hybrid/Flex for Your Day work arrangement based on Target’s needs. A Hybrid/Flex for Your Day work arrangement means the team member’s core role will need to be performed both onsite at the Target HQ MN location the role is assigned to and virtually, depending upon what your role, team and tasks require for that day. Work duties cannot be performed outside of the country of the primary work location, unless otherwise prescribed by Target. Click here if you are curious to learn more about Minnesota.

Benefits Eligibility

Please paste this url into your preferred browser to learn about benefits eligibility for this role: https://tgt.biz/BenefitsForYou_D

Americans with Disabilities Act (ADA)

In compliance with state and federal laws, Target will make reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please reach out to candidate.accommodations@HRHelp.Target.com.