Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJ’s Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, we’re committed to providing outstanding service and convenience to our members, helping them save on the products and services they need for their families and homes.

The Benefits of working at BJ’s

•        BJ’s pays weekly

•        Eligible for free BJ's Inner Circle and Supplemental membership(s)*

•        Generous time off programs to support busy lifestyles* 

                      o Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty

•        Benefit plans for your changing needs*

                      o Three medical plans**, Health Savings  Account (HSA), two dental plans, vision plan, flexible spending ​

•        401(k) plan with company match (must be at least 18 years old)

*eligibility requirements vary by position

**medical plans vary by location

• The IT Service Delivery Manager will be responsible for supporting multiple functions for the Service Delivery organization.
• Indirect management of outsourced Help Desk
• Critical Incident Management
• Executive/VIP “White Glove” Support Facilitation
• Responsible for partnering with the Onshore and Offshore Service Provider teams to ensure:
• Quality delivery of all support requirements
• Daily review of all metrics and redirection of team if/as required
• Partnering with the Production Readiness SME of all Turnover and Training in support of: New Systems Enhancements to existing systems
• Refresher training
• Annual Knowledge Management article reviews/revisions
• Random auditing of calls to review language/voice quality
• Assist Production Readiness SME with defining, negotiating, obtaining agreement to, and publication of Service Level Agreements
• Facilitate and/or participate in weekly/monthly meetings with key 2nd Level Support and/or vendor teams as needed to maintain relationship and communication of issues/upcoming activities.
• Point of escalation for any issues requiring additional focus/attention
• Responsible for ownership of Critical Incident Management function
• Responsible for undertaking a full range of complex and specialized activities as the leader of the Critical Incident process to ensure an escalated level of control, coordination, and technical support for Critical and High Priority incidents.
• The role will be accountable for ensuring the highest level of communication to business representatives, stakeholders, and technical staff is maintained during the course of the incident.
• Works independently to coordinate, facilitate, and help drive the service restoration process across multiple technical functions to oversee the Incident management process. Facilitates the Critical Incident Management Bridge/Meetings while driving the incident to resolution.
• Develops and maintains the Incident management process including documenting process and procedures using ITIL standards.
• Assist Directors, where needed, to write, validate, and distribute any required communication that needs to be sent to executive leadership and management.
• Prepares and distributes incident notifications as well as end of impact, incident summaries, and root cause analysis documentation and/or process for Priority 1 or 2 Notifications, and provides guidance to the Service Desk when required for Priority 3-Urgent classification.
• Coordinates and develops relationships with BJ’s Development teams in all functional areas so changes or updates to the Incident Management process will be adopted to ensure consistency.
• Monitors the effectiveness of the Incident Management process and makes recommendations for on-going improvements.
• Maintains metrics, trending, and reporting on Critical Incident Management process effectiveness and efficiency.
• Must be willing to work with an on-call support team covering 24 hours/7 days
• Mid-to-detailed level technical knowledge of multiple platform/systems/architecture (ex: web, client/server, cloud, database, etc.)
• Excellent communication skills (both written and verbal) with excellent ability to convert technical information into succinct layman’s terms.
• Must be self-motivated and driven
• Excellent customer service skills
• Bachelors Degree Required
• 5-7 years experience leading a Critical Incident Management function
• experience in a Help Desk environment
• experience partnering with onshore and offshore service providers

In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ’s Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is starting from $122,500.00.