Manage day to day oversight of IT service delivery activities relating to service support, service improvements and efficiencies, service level compliance, service performance, problem management, incident management and change management for the applications and systems in the Merchandising portfolio.Key responsibilities:• Be the primary operational point of contact for business and IT leadership for application support and operations issues, questions, and complaints for portfolio• Ensure that all business requests for service are dealt with promptly and professionally and services are delivered to the agreed schedule or SLA• Help manage stakeholder expectations, have overall responsibility for the customer's (business) level of satisfaction with the products and services provided by our service providers• Manage and drive the relationship with multiple 3rd party service/software providers• Ensure that all contracted/agreed service levels are met for each element of the services delivered• Proactively drive and implement service improvements, innovations, and efficiencies within support and operations portfolio• Hold regular service reviews, where required, with service providers to review the quality of services delivered in support of agreed contracts and ensure that any Service Improvement Plans required are defined and implemented• Enforce adherence of BestBuy's information security policies by service providers• Own and manage financial and operational metrics as it relates to application support and operations• Provide service reports to key stakeholders and product capability managers, holding regular reviews with the stakeholder group to assess the quality of services delivered • Budget Management - Creation, Tracking and Reconciliation• Partner with Application Development team on Service introduction for new projects/systems• Partner with Portfolio and Services team on definition and implementation of ITIL Service Management processes

Singular accountability for customer satisfaction of production IT Services for Best Buy Merchandising Systems.

Responsibilities included management of several client software applications, client relationship management, technical team management, change management, and incident management.

IT Operational Lead for the Merchandising and Financial Planning systems.

Analyst and developer role for JDA Arthur Merchandise Financial Planning and Location Planning systems. Led and managed rapid application development initiatives for Merchandise Planning teams.

Led development and support initiatives for the JDA Arthur Planning systems enabling the Planning teams to drive consistent forecasts with accuracy rates above 98%.

Developed and managed automated vendor funds claim system that processed and manage Vendor Programs including Co-operative Advertising, and Market Development Funds.

Supervisory position in Accounts Payable.