Job Details

* This role is eligible to be performed remotely, however, if you reside within 60 miles of Lands' End's office in Dodgeville, WI, you will be expected to collaborate onsite in a hybrid fashion for up to 4 days per month.

The IT Manager for the LEO (Business to Business) division is critical in ensuring the stability, performance, and continuous improvement of our customer-facing e-commerce platform and enterprise-specific sites. The ideal candidate will bring a strong operational lens, a passion for service excellence, and a collaborative leadership style to support our business clients and internal teams.

Operational Excellence & SLA Management

• Ensure all systems within the LEO platform meet or exceed defined Service Level Agreements (SLAs).
• Monitor system performance and proactively address issues to minimize incidents and downtime.
• Implement and maintain robust controls to ensure system integrity, security, and compliance.

Customer-Facing Platform Support

• Oversee the technical operations of our B2B e-commerce platform, ensuring a seamless and reliable customer experience.
• Support enterprise-specific site functionality tailored to individual client needs.

Team Leadership & Delivery Oversight

• Lead the Applications Delivery Team, including both employees and contractors, to execute the technical roadmap.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Ensure timely and high-quality delivery of application enhancements and support services.

Continuous Improvement & Incident Reduction

• Drive initiatives to reduce the volume and severity of technical incidents.
• Analyze trends and root causes to implement long-term solutions.

Strategic Contribution

• Contribute to the evolution and potential consolidation of e-commerce platforms across the enterprise.
• Collaborate cross-functionally to align technology initiatives with business goals.
• Drive SRE mindset in enabling support with product teams across the e-commerce platforms

Skills

• Proven leadership experience with hybrid teams (employees and contractors, onshore and offshore).
• Strong understanding of e-commerce platforms, retail space and enterprise system architecture.
• Experience with Agile methodology for Product delivery.
• Demonstrated success in SLA management, incident reduction and SRE practices.
• Excellent communication and stakeholder management skills.
• Highly engaged leadership style with a focus on team empowerment and engagement.
• Experience in B2B environments and customer-facing technology platforms.
• Familiarity with ITIL or other service management frameworks.
• Knowledge of cloud-based infrastructure and modern DevOps practices.
• Balances team performance, resource allocation, and stakeholder expectations.

Additional desirable skills

• Knowledge with e-commerce platforms like SAP Commerce Cloud, SAP/ERP, Salesforce, AWS, Integration suites

Leadership Responsibilities

• Lead and manage a team of employees & contractors, including recruitment and onboarding
• Provide guidance, support, constructive feedback and mentorship to team members.
• Foster a collaborative and positive work environment.
• Conduct regular performance evaluations, identify and address performance issues through coaching and disciplinary actions when necessary.
• Ensure optimal utilization of team member's skills and expertise. Identify training needs within the team and coordinate relevant development programs, encourage continuous learning and skill development among team members.
• Address conflicts or issues within the team promptly and effectively.
• Manage team resources, including workload distribution and project assignments.
• Collaborate with leadership to establish team goals aligned with organizational objectives, and cascade these into team/individual performance goals.
• Contribute to the development and implementation of department strategies.

Physical Requirements

• Ability to sit for long periods of time.

Education & Experience Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field; Master's degree preferred.
• Professional certifications are a plus.
• 5-8 years of experience in IT operations, application support, or systems management, as well as leadership roles.
• Experience with agile product teams.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.