Manager - Systems Operations

Support Center - Irving

The primary objective of the Manager - Systems Operations is to support our store technology, including new installs & deployments and our Digital systems. The Manager is responsible for the smooth delivery of IT system installs with minimal impact to production. This position requires managing relationships with business stakeholders, the application development team, the application support team, and third-party vendors and suppliers.

Major Activities

Execute Projects (Deliver Projects):

• Develop a sound implementation plan meeting the project strategy, within budget and timing constraints.
• Work within Michaels Project Management Methodology, including using online project management documentation software for tracking projects and finances.
• Monitor progress against plan and proactively communicate variances. Identify subtle issues that could result in major risks.
• Proactively manage project delivery and approvals with little supervision, resolving action items, issues, and risks.
• Address issues related to scope, schedule, budget, or quality and document scope changes.
• Plan and manage quality throughout the project and provide final signoff for deliverables.
• Communicate and work with the construction team for the deployment of new stores, remodels, and relocations.
• Manage contracts from negotiation through execution (Procurement Management).
• Plan and coordinate store activities with internal and external vendors for installations, support, and direction.
• Identify, analyze, and manage project costs to deliver the project within the budget (CAPEX and OPEX) (Cost Management).
• Collaborate with cross-functional teams including Engineering, Development, Security, and Business units to align operational needs with broader company goals.

Technical Support & Operations:

• Manage offshore teams and SMEs to ensure consistent user/store support on high-severity issues.
• Act as contact between the District Manager, Zone Vice Presidents, and Store Managers for handling user/store issues when appropriate.
• Identify chronic trends in reported incidents and work to resolve process improvements, enforcing standards with vendors/offshore teams.
• Monitor External Vendor SLA and conduct ongoing discussions with vendors for performance and escalations.
• Drive continuous improvement initiatives in the areas of IT automation, cloud adoption, and operational efficiencies.
• Proactively identify technology trends and improvements that could positively impact operational performance and lead their implementation.
• Evaluate and recommend new technologies, tools, or processes that can enhance operational efficiency while maintaining budgetary constraints.

Leadership:

• Ensure associates’ roles and capabilities are optimally aligned with the company’s/department’s strategic initiatives.
• Constantly strive for operational efficiencies and optimize OPEX run costs.
• Acquire appropriate internal or external resources to achieve results. Support and empower team members to complete their activities in a timely manner and deliver quality results.
• Participate in the recruiting, interviewing, and selection process of newly hired associates.
• Provide leadership, coaching, development, and training to associates.
• Partner with HR in decisions on personnel actions including reviews and performance appraisals.

Vendor Management:

• Assist vendors in developing documentation for step-by-step installation guides.
• Manage budgets relating to store hardware, software, and maintenance contracts.
• Assist in the review and adherence of SLA’s by suppliers concerning Service Desk and call statistics.
• Manage vendors by coordinating quarterly updates.
• Work closely with the store team to identify enhancements and modifications needed for supporting the store infrastructure.
• Stay current on and enhance personal technical knowledge.
• Establish and lead IT process improvement efforts for continuous improvement.

Minimum Education 

• Bachelor’s degree in related field, or equivalent experience 

Minimum Type of Experience the Job Requires 

• 7-8 years of experience in IT/technical operations or related field, with at least 1-2 years in a leadership or managerial role. 
• Proven experience managing complex IT infrastructures, including cloud environments (AWS, GCP, Azure, etc.), data centers, and network systems 

Other 

• Leadership skills required to guide and assist other team members to ensure quality and timeliness of delivery of Deployment task 
• Strong technical background and logical analytical skills with the ability to solve complex problems 
• Exceptional customer service, listening, problem solving and interpersonal skills 
• Strong verbal and written communication skills 
• Must be open/able to work all shifts, including evenings, weekends and some holidays 
• Maintain regular and reliable levels of attendance 
• Ability to effectively multi-task in a fast-paced support environment 
• Strong interpersonal skills with the ability to easily and effectively interact with technical, non-technical, support, and business staff at all levels is necessary 

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at

and . The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and , a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit 

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit

.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at

(1800-MICHAEL).

Federal FMLA Poster

Federal EPPAC Poster