TJX Companies

At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer. 

Job Description:

Department: Service Delivery Management (SDM), Infrastructure & Operations (I&O)

What you’ll discover :Inclusive culture and career growth opportunities.Global IT Organization which collaborates across U.S., Canada, Europe, and Australia, click here to learn more.Challenging, collaborative, and team-based environment.Role Summary:

In this role, you will be responsible for designing, reviewing, and continuously improving ITSM / ITOM processes (e.g., Major Incident, Incident, Problem, Change, Service Design & Transition, etc.), ensuring they are optimized to meet operational goals, achieve desired business outcomes, improve process adoption, and reduce waste in the organization. You will also be responsible for carrying out the operational execution of some of these processes (e.g., hosting the Change Advisory Board). Also, you will be responsible for reporting out on Process KPIs and metrics used in our executive advisories, taking initiative to identify and action improvement opportunities.

Key Responsibilities:Assess and transform IT Service Management at TJX by rebuilding ITSM processes and recommending technical enablement and controls in ServiceNow and other systems (eg LeanIX etc) in collaboration with technical partnersDeliver and execute on a prioritized roadmap that drives best practices and educates IT Operations teams and business stakeholdersTranslate business needs and operational challenges into process improvements and technical enablement opportunities in ServiceNow, focusing on automation, scalability, and data-driven improvementsWork with operations team members and leaders across Help Desk, Infra and App support, Engineering teams, to deliver seamless and compliant ITSM capabilitiesLead the definition of KPIs, SLAs, and value delivery metrics by collaborating with IT and business stakeholders; oversee implementation through technical partners to enable visibility and continuous improvement across ITSM and process workflowsEnsure governance and change control standards are enforced while promoting innovation and operational agilityDrive a culture of continuous service improvement and operational excellence by embedding feedback loops and ensuring ITSM processes evolve with operations needsAct as a thought leader in ITSM by contributing to architecture discussions, best practices, and long-term strategyVendor & Stakeholder ManagementDevelop and maintain close stakeholder relationships and build influence to drive the appropriate outcomes across Modernization ProgramsProvide clear, accurate, consistent, useful, and timely communicationsPartner with MSPs to ensure SLA adherence, incident resolution, and continuous service improvement.Required Qualifications:10+ years of management experience, in managing large scale 24x7 IT support operationsHands-on experience in implementing continuous improvement initiatives in IT operations and related KPIs to measure the improvements In-depth knowledge of IT infrastructure, custom/SaaS/Cloud applications and emerging technologies to facilitate discussions and informed decision makingDemonstrated technical depth, problem-solving capabilities, and stakeholder management skillsDemonstrated experience implementing or managing ITIL processes at scaleExperience in running programs within a cross-functional, global team of mixed engineering, architecture, and operationsAbility to successfully scope and drive complex and multi-workstream programs in a structured, risk-considerate, data-driven fashionStrong listener with the ability to deeply understand, ask the right questions, and proactively pursue constructive feedbackAbility to drive pragmatic, data-driven prioritizationHands-on experience with ServiceNowITIL v3/v4 certification preferred

 

Join us and Discover Different at TJX, click here to learn more.

Benefits include Associate discount; 401(k) match; medical/dental/vision; HSA; health care FSA; life insurance; short/long-term disability; paid holidays/vacation /sick/bereavement/parental leave; EAP; incentive programs for management; auto/home insurance discounts; tuition reimbursement; scholarship program; adoption/surrogacy assistance; smoking cessation; child care/cell phone discounts; pet/legal insurance; credit union; referral bonuses. All benefits are subject to applicable plan or program terms (including eligibility terms) and may change from time to time. Contact your TJX representative for more information.In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Address:

770 Cochituate Rd

Location:

USA Home Office Framingham MA 770 Cochituate Rd

This position has a starting salary range of $138,400.00 to $179,900.00 per year. Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience. This position is eligible for an annual incentive as well as long-term incentives.