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Workplace Technology Operations Manager

Date: Aug 1, 2019

Location: Akron, OH, US

Company: Goodyear

Location: Akron, OH 
Sponsorship Available:  No
Relocation Assistance Available: No 

Position Description:

The Workplace Technology Operations Manager is  position which assumes the responsibility of leading the improvement strategies for Workplace Technology Services operational efficiencies that support Goodyear's global IT and business strategies.  This role is responsible for professional and technical work related to the design and engineering, planning, implementation and support of Workplace Technology Services and related components. You will work closely with the Global Workplace Technology Services Owner and be part of the Global IT Infrastructure Service Organization.  This role provides leadership and direction to technical team members responsible for multiple, complex services and projects, delivering superior customer service and execution of the department's strategic operating plan. This is an expert service leadership role primarily responsible for Portfolio management, Business and IT Supplier Management, People Management and Resource Planning.  This role will partner throughout the organization in matrix relationships to achieve on-time, high value, standardized WTS processes and procedures to drive WTS operational excellence efficiencies globally.

Workplace Technology Services may include but are not limited to; desktops, laptops, mobile, print, conference room technology service desk and end point telephony, etc. Activities include leading the design and transition of new or changed IT services, continuous service improvement, and interfacing with multiple business areas with the goal of incorporating business requirements into IT service offerings.


Principal Responsibilities:

  • Portfolio Management: (1) Partners with IT and business leadership and other key stakeholders to drive project approval and prioritization processes; (2) Oversees work of Business Analysts, Solution Architects and Developers to classify work requests as a break/fix, application maintenance or project; (3) Drives the team to deliver work on time and on budget to the customers with no post-production rework needed; (4) Monitors team and project performance against specified success criteria/metrics; (5) Analyzes Management, Access Management. Responsible for one or more low complexity/criticality services or technologies. Works with/across global/regional/local IT teams by providing intermediate/advanced consultation for responsible services.
  • Business of IT and IT Supplier Management: (1) Manages cost center budgeting and Annual Operating Plan (AOP) processes; (2) Manages IT Chargeback process; (3) Tracks actual costs versus AOP (budget) on a monthly basis; (4) Manages purchase requisition, purchase orders and vendor invoices for IT suppliers; (5) Maintains relationships with Outsourced IT service providers.
  • People Management: Drives Results & Builds Organizational Capabilities. (1) Completes the annual Individual Performance Review (IPR) process, including setting objectives, evaluating performance, and providing frequent feedback; (2) Conducts career path dialogues with all associates; (3) Creates development plans and monitor associate progress; (4) Recognizes and rewards behaviors and contributions that are in line with personal, departmental, or company values and objectives; (5) Motivates and coaches associates; (6) Builds and fosters a team culture based on accountability and empowerment.
  • Resource Planning: (1) Maintains an aggregate view of customer demand for IT support versus IT resource capacity; (2) Evaluates resource availability and assign work to resources, based on work priority and skill set; (3) Assigns production support (Steady State Maintenance) tasks to application development resources; (4) Designs and uses management reports for resource utilization r to maximize utilization of IT resources; (5) Manages the review, selection and implementation of relevant resource planning tools.
  • Leads intermediate/advanced problem resolution and documentation which may span functional areas. Problems are often complex and ambiguous in nature. Coordinate an Emergency On-Call Rotation for after-hours and weekend support.  May be required to participate in same. Flexible schedules and 24x7 support availability (generally scheduled in advance) may be required as necessary to support the technical needs and services of our customers. 

Required Experience and Education:

  • Bachelor’s Degree in MIS, Computer Science, Engineering, Technology, Business Administration or related discipline is required.
  • Successful experience managing multiple team members and establishing great relationships with users, leadership and vendors.
  • Well-documented leadership skills and knowledge with extensive experience from several functional areas.
  • 7+ years of technical experience in a variety of IT disciplines gaining a conceptual knowledge of information technologies and methodologies.
  • Demonstrated competency in the execution of multiple projects, including managing resources across multiple disciplines.


Knowledge, Skills & Abilities:

  • Excellent communication and presentation delivery skills combined with cultural awareness; team building and leadership; negotiation and influencing skills
  • Strong project management, IT portfolio management, resource planning & utilization, advanced planning and organizational skills
  • Exceptional analytical and problem-solving experience combined with conceptual thinking with proven ability to perform thorough cost/benefit analyses; ability to drive a decision analysis and selection process.

Goodyear is one of the world’s largest tire companies. It employs about 64,000 people and manufactures its products in 47 facilities in 21 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to

Nearest Major Market: Akron
Nearest Secondary Market: Cleveland

Job Segment: Operations Manager, Information Technology, IT Manager, Engineer, Operations, Technology, Engineering

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