Manager – IT

Job Description

The IT Manager is responsible for strategy, management, administration, and optimization of FBIN Sales and Service applications. This role is responsible for leading the multiple sales and support systems across various brands at FBIN while managing a dynamic team of internal associates and external vendor support resources. This role will play a strategic foundational role in defining and leading our transformation strategy to standardize applications across FBIN brands.

Position location –This position is eligible for a hybrid schedule based in our Oak Creek, WI, North Olmstead, OH or Deerfield, IL

RESPONSIBLIITIES:

What you will be doing

• Develop and execute Sales and Service CRM vision and strategy with a focus on the transitioning of various brands under FBIN to consolidated/unified platforms.
• Oversee the deployment and management of cloud-based platforms and tools that enhance sales processes and customer service delivery.
• Supervise, mentor, and coach IT team members supporting various sales and service systems and processes.
• Manage ongoing enhancements and maintenance of various FBIN CRM applications including MS Dynamics Service CRM, SAP Sales Cloud, SAP Service Cloud, Oracle Sales Cloud and Oracle Service Cloud by leveraging internal and contractual resources.
• Lead, mentor, and develop a high-performing IT team, fostering a culture of innovation and continuous improvement.
• Provide team leadership and guidance with frequent communication and focus on setting clear expectations.
• Establish and manage key performance indicators to measure and improve processes/systems.
• Support and coordinate managed services resources and priorities.
• Design, develop, test, document, and deploy system configuration changes, workflows, process extensions, and events.
• Manage and support security model and related roles, groups, and privileges.
• Manage upgrades, patching, and new module implementations
• Work closely with sales, marketing, and customer service teams to identify technology needs, participate in software selection where needed and drive to solution implementation.
• Manage the IT budgets for cloud initiatives, project contract resources and software licensing

Qualifications

QUALIFICATIONS:

• 10+ years’ of leading transformation and support of Sales and Service business applications with major focus on CRM domain.
• 5+ years’ experience with MS Dynamics CRM Service integrated with order management, product configurator, customer portal and other peripheral systems
• Strong business process design and development experience with a focus Sales and Service CRM domains
• Demonstrated ability to work with senior leaders and cross functional teams in designing and delivering solutions.
• Strong understanding of overall MS Dynamics CRM (D365) concepts and best practices.
• A strong background in developing and implementing software applications across multiple platforms, databases, and programming languages is highly preferred. 
• Experience managing multiple projects. – global service platforms
• Experience in administering and managing collaboration and project management tools such as ServiceNow, JIRA, Azure DevOps, Microsoft Teams, Miro, and Smartsheet.
• Excellent communication/presentation/facilitation skills (oral and written).
• Ability to build and maintain cross-functional work relationships with internal/external customers.
• Self-motivated, team player that is task oriented and able to work with minimal supervision.
• Strong problem solving and analytical skills.
• Focus on system usability, training, and customer satisfaction.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in information systems, Computer Science, Engineering, or related discipline.
• Certifications in MS Dynamics CRM and other relevant tools are a plus.
• Experience with SAP Sales and Service Cloud is a plus