IT Manager

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

Vehicle Service Group believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications, and job scope but not limit the individual or the organization to just the work identified. We expect each employee to offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Position Summary:

Working independently and collaboratively with others, this position plays an integral role in executing our mission, philosophy, and commitment to providing high-quality products and exceptional customer service to our internal and external customers. In addition to maintaining a high level of trust, integrity, and ethical standards, all employees are also expected to promote a culture of safety by following all safety procedures, protocols, and guidelines while working in a manner that minimizes the risk of damage to property and injury to the employee and others.

The IT Manager is a business leader accountable for guidance, planning, execution, and support on behalf of internal stakeholders that enables the effective use of technology toward attaining business objectives. The IT Manager is a trusted advisor who advocates for business stakeholders to ensure IT services meet their business priorities and needs and concurrently promotes IT’s vision, value, services, and capabilities. Individuals in this role must communicate clearly, negotiate, listen, mitigate conflict, build alliances, and achieve desired results using effective interpersonal and diplomacy skills. Working across organizational boundaries, The IT Manager applies knowledge of technology risks and opportunities to drive innovations and attain operating excellence by improving the efficiency and effectiveness of business processes. The IT Manager is responsible for the efficient and effective delivery of IT services to end users.  The IT Manager understands business strategy and works with stakeholders to define standard end-user services informed by business requirements. The IT Manager drives IT services' design, implementation, and day-to-day delivery. The IT Manager possesses an in-depth understanding of the business function/process supported and is viewed as a credible representative of IT’s capabilities and performance. The IT Manager effectively influences business leadership and management decisions and drives ownership and acceptance of changes to the business.

Essential Functions:

The essential functions of this position include facilitating all aspects of computing enablement and execution including but not limited to (1) computing hardware (desktop, laptop, tablet and mobile device); (2) desktop software and applications; (3) communications (email, telephony, video/audio conferencing); (4) data access/data management and security; (5) laboratory, test, temporary and training systems; (6) business systems of record including PLM and ERP systems. The IT Manager is responsible for the analysis, development, and delivery of all essential functions in a timely and efficient manner, adjusting for changing priorities and availability of resources, and demonstrating excellence in customer service, business knowledge, strategic relationship management, service delivery management, and end-user computing systems knowledge.   

1. Business Knowledge  

• Demonstrates an in-depth knowledge of Vehicle Service Group and Dover IT goals and objectives, policies, functions, capabilities, processes, tools, and service providers. 

• Demonstrates in-depth knowledge of Administration, Finance & Accounting, Sales & Distribution, and Manufacturing areas to identify and communicate how IT solutions can support achieving short- and long-term business goals.  

• Demonstrates thought leadership among internal and/or external stakeholders to align technology solutions with business strategies.  

• Enables business innovation by leveraging knowledge of IT functions, capabilities, processes, and procedures.  

• Drives standardized business processes among Administration, Finance & Accounting, Sales & Distribution, Manufacturing, and other business functions to simplify and enable predictable business outcomes.  

• Demonstrates professional acumen. Communicates in a professional, respectful, courteous, and effective manner with all employees, customers, vendors, visitors, and others with whom we may work or interact; contributes to a successful work group through positive interactions, active listening, meaningful collaborations, and the constructive exchange of ideas designed to meet or exceed the organization’s strategic goals. 

• Demonstrates financial stewardship through the development and execution of departmental budget (OpEX / CapEX), procurement, and asset management. 

2.  Strategic Relationship Management 

• Provides strategic consultation to business and IT teams. Participates in strategic planning sessions with clients to improve business processes. Performs assessments and provides recommendations on approaches based on business relevance, appropriate timing, technology, implementation, and other factors.  

• Advocates for business needs and required results. Understands and anticipates the direction of the business functions, identifies opportunities, and makes recommendations to support the desired future state. Analyze technology trends to determine the impact on the achievement of goals.  

• Facilitates ad hoc reporting to support Administration, Finance & Accounting, Sales & Distribution, and Manufacturing business decisions.  

• Identify and integrate system solutions to support a growing organization. Advises on options, risks, costs versus benefits, impacts on end-user products and services, business processes, and system priorities. Ensures technical solutions address the business need. Prioritizes business goals and information needs. Translates these needs to functional systems requirement documents and design specifications. Refines conceptual systems design requirements into high-level technical design documents with input from solution providers. Identify, implement, and support process best practices.   

• Manages solution implementation projects. Coordinates stakeholders, technical resources, and third-party service providers to cultivate appropriate solutions. Manages the overall testing process (Functional, UAT, e.g.); change management lifecycle; communication with stakeholders to ensure awareness of progress, risks, and results; and facilitation of quality reviews, feedback, and post-implementation review sessions. 

3. Service Delivery Management 

• Ensures IT service delivery meets customer operational requirements and expectations, supports the organization’s short-term and long-term business goals/strategy and aligns with IT capabilities.  

• Utilizes IT services monitoring for managing customer delivery expectations. Reports service performance to customers and IT management. Ensures oversight for resolution of escalated IT issues.  

• Identifies and mitigates potential problems and conflicts with IT delivery; minimizes business value lost due to service interruptions; performs routine analysis and reconciliation of service delivery issues and variance 

• Enables business responsiveness by conducting ad hoc analysis and coordination of gap closure through developing business process changes, integration testing, system implementation, and post-production support. 

• Establishes and maintains a strategic relationship with IT service delivery providers, ensuring collaborative integration of services across providers, including 3rd parties and Dover-sanctioned providers and services. 

4. Technical Knowledge 

• Demonstrates advanced knowledge and experience with Windows, Mac, and network systems. 

• Complex Digital / SaaS platform management, integration design, support, and/or implementation. 

• ERP support and/or ERP project experience.  

1. Experience with Oracle ERP is a bonus. 

• Support business needs through technical and functional knowledge of Windows 10, Mac OS, Active Directory, SharePoint, O365, and desktop hardware, including PCs, Macs, laptops, tablets, and mobile devices. 

• Demonstrated ability to define and implement various end-user services using internal and 3rd party service providers.  

• Ability to monitor operational processes and services and report on service performance effectiveness through KPIs, metrics, and SLAs. 

• Demonstrates ownership of issue resolution through effective escalation, tracking, testing, and communication. 

• Responsible for Sarbanes-Oxley and other applicable compliance in various systems. Responsible for ensuring the operating effectiveness of internal controls, including monitoring processes and practices necessary for legal and ethical compliance.  

5. People Management 

• Leads the identification and development of IT roles, team configuration, and recruitment appropriate to deliver the agreed-upon goals and objectives. 

• Ensures that company policies and procedures are executed effectively regarding employment, work environment, attendance, performance evaluation, and compensation. 

Availability Requirements:

Due to the nature and scope of this position's essential functions, the importance of personal interactions with coworkers and direct reports, and the availability of job-related tools, equipment, and resources at work, performance of the essential functions requires regular, consistent availability, accessibility, and presence on-site and after-hours.  

The required number of hours per week will vary depending on what is required to perform the job duties of this position efficiently.  This position will require availability and accessibility to respond to and address emergencies and critical situations outside of normal business operating hours in the early mornings, evenings, and/or during weekends.       

Required Education and/or Experience: 

1. A BS degree in computer science, related field, or equivalent on-the-job experience. 

2. 5 - 10 years’ experience as an IT end-user analyst in a Manufacturing environment.

3. Familiar with Lean Manufacturing, Six Sigma, and/or other methodologies for continuous quality improvements.

4. 5+ years’ experience in Service Delivery Management, Customer Relationship Management, and/or Project Management. Must have experience delivering services and projects via 3rd party providers.

5. Excellent skills using MS Office applications (especially Project, Excel PowerPoint, SharePoint, and Visio)

6. Strong knowledge and experience of the following:

• ITIL, especially Incident Management, Problem Management, Event Management

• Service Level Objectives (SLO’s) / Service Level Agreements (SLA’s)

• IT Operations Management (ITOM) 

• Monitoring 

• Service Performance and Cost Analysis and Reporting

• Network connectivity and access management

Required Qualifications, Skills and Abilities:

1. Strong oral and written communication skills commensurate with the job tasks and position necessary to communicate clearly and effectively with internal and external customers while providing exceptional quality of work and outstanding customer service. Ability to present information in a manner designed to educate or inform other team members and customers in one-on-one or group interactions as directed.

2. Technical skills and knowledge including but not limited to: (a) Strong understanding of desktop operating systems (Windows 10, Mac OS), hardware including desktops, laptops, tablets, and mobile devices  (b) Strong understanding of software and hardware lifecycle process including requirements gathering, analysis, deployment, testing methodologies, training, change management, and production support.

3. Solid understanding of business practices with a fundamental conceptual understanding of project management methodology; Lead change management, incident management, and problem management processes based on ITIL best practices

4. Ability to create, review, comprehend, interpret, process and evaluate documents written at the highest levels in English effectively, in conjunction with performing the essential functions and other assigned job duties.  Must have mathematical skills equivalent to those required under education and/or experience.  

5. Excellent interpersonal and conflict resolution skills, including the ability to work efficiently in a fast-paced work environment while maintaining a calm, rational, and respectful demeanor and communication style in times of stress occasioned by work demands, tight timelines, high expectations, unexpected IT issues, and other work-related issues or concerns that may cause a heightened level of anxiety, frustration, anger, disappointment, confusion, etc.

6. Enthusiastic adoption and consistent demonstration of Vehicle Service Group’s Core Values: Never Compromise Trust; Honesty; Partner with Customers; Commitment; Teamwork; Personal Development; and Lead by Example.

7. Strong technical, trouble-shooting, problem-solving, research, organizational, and analytical skills for process definition and root cause analysis, combined with the ability to prioritize tasks and establish and meet deadlines.  The ability to multitask is also essential while remaining flexible with changing priorities and deadlines.  

8. Well-reasoned decision-making with great attention to detail regarding organization, planning, workflow, and project prioritization to ensure tasks are completed efficiently and accurately. 

9. Highly ethical, self-motivated individual with the ability to work independently and/or with limited direction, as well as the ability to lead, advise, and motivate a team, while consistently demonstrating collaborative, respectful, and productive work habits.

 Physical Requirements:

1. The physical demands described below are representative of those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

2. Receive, understand, evaluate, and appropriately respond to communications from employees, members of management, customers, vendors, and visitors using available technology, in person and in a public setting when necessary.

3. Work for extended periods of time in a stationary position daily while operating a computer and other tools and equipment and completing required job tasks.  

4. Maintain a professional and respectful communication style to ensure reactions and responses to both emergency and non-emergency situations serve as an example to others of appropriate workplace communications.

5. Provide intellectually sound and well-reasoned answers, recommendations, and solutions to identified business problems, issues, and/or questions.  Efficiently and quickly analyze, process, manipulate, and accurately record extensive amounts of data (most of which is technical in nature) and other information that serves as the basis for this position.

6. Move to, from, and within the designated work area frequently and consistently throughout the work day and throughout our building and/or across Warn-related property site locations, possibly during inclement weather.

7. Use a personal computer or other technology devices frequently and consistently to review, analyze, create, transmit, and present documents, data, and other business-related information.

8. Lift, transport, and/or move up to 20 pounds of weight occasionally in performing regular duties.  Occasional bending, stooping, walking up and down stairs, and kneeling may be required.

Environment/Atmospheric Conditions:

The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this position.  This position’s job duties are generally performed in an office environment with traditional office lighting and furniture, as well as consistent and frequent noise, interruptions and other similar distractions.  It may be necessary for a team member in this position to enter a shop environment where they may be exposed to loud noises from operating machinery, cold temperatures, and chemicals and vapors.  

 Machines, Tools Equipment, Software:

Personal computer, network environment, fax machine, copy machine, other office equipment, and IT-specific software as outlined in the position Requirements.  

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The information contained in this job description is intended to comply with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties that may be required for this position.  Additional duties are performed by the individuals currently holding this or similar positions and additional duties may be assigned.

EQUAL OPPORTUNITY EMPLOYER

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.