Manager II-IT Operations

Where you will work

Work model is Hybrid, location Spokane, WA.

Clearwater Paper is a premier independent supplier of paperboard packaging products to North American converters. Headquartered in Spokane, Washington, our team produces high-quality paperboard that provides sustainable packaging solutions for consumer goods and food service applications.

Our business thrives on the foundation of our talented team members. Embodying our core values of commitment, collaboration, communication, courage, and character, we foster an environment where every person is safe, respected, and valued. Through community giving, a matching gift program, employee volunteerism, and more, we support the communities where we live and work. For additional information, please visit our website at www.clearwaterpaper.com.

What you will do

The IT Operations Manager is responsible for overseeing and managing core IT processes that support the delivery of IT services performed by all functions within IT. This role will have direct oversight of the Service Desk, internal service level agreements (SLA's), and process and procedures for delivering support services. This role will manage all compliance activities within IT, including software licensing and SOX procedures. The IT Operations Manager will oversee IT communications and work closely with the Director of IT Governance and Service Delivery in overseeing IT financial management for all functions.

Service Desk

• Manage IT Operations, including the Service Desk, ensuring effective resolution of technical issues and the delivery of consistent IT support to the organization.
• Lead vendor engagement with our Service Desk provider and insure they are meeting SLA's, communicate with our end users, and effectively executing "shift-left" by expanding the support the service desk provides
• Own process and procedures associated with tier 1 support activities and drive improvements the increase efficiencies and support levels
• Oversee the creation and maintenance of accurate knowledge based (KB's) articles to ensure service is delivered in a consistent and efficient manner.

ITIL Practices

• Champion the implementation and optimization of ITIL (Information Technology Infrastructure Library) best practices to ensure IT services are delivered efficiently and in line with industry standards
• Educate IT staff on ITIL and approach to implementing standard processes
• Own processes and execution of Incident, Problem, Request, and Change Management to ensure they are effective, efficient and consistently executed

IT Communications

• Oversee IT communications, ensuring that key updates, alerts, and changes are communicated to internal and external stakeholders in a timely and clear manner.
• Develop and maintain communication templates to ensure they meet company guidelines, and our communications are delivered in consistent manner
• Partner with Corporate Communications to drive improvements in how we communicate with our end users
• Ensure processes and templates are in place for communications during unplanned outages and emergencies, and functional teams and on-call personnel are trained in how to execute communications during these events.

Compliance

• Oversee compliance of all software licensing and ensure processes, procedures and systems are established to achieve this efficiently and consistently.
• Execute the SOX Key Area Monitor (KAM) role
• Define and implement IT general controls (ITGCs) and IT application controls (ITACs) that align with SOX requirements.
• Serve as a liaison between the IT department and auditors during SOX audits.

Key Competencies & Attributes

• Strong understanding of critical financial business metrics; ability to develop and leverage data to quantitatively and analytically make business decisions and take smart risks
• Solid grasp of manufacturing processes and how IT systems, infrastructure, and data support and optimize those processes
• Able to think strategically and act tactically
• Demonstrated ability to lead in a matrixed and highly collaborative environment to influence change and core processes
• High degree of business curiosity; quick learner with a proactive and agile mindset
• Optimistically looks toward future for opportunities to innovate and improve
• Exceptional communication skills (written and verbal); leading and presenting complex materials for various audiences
• Demonstrated experience in leading a diverse team- setting vision, strategy, tactics, and delivery.
• Demonstrated strong change management skills; aligning and bringing others along
• Proficiency in the use of analytic tools

What you will need

• High School Graduate or GED required
• Bachelor's Degree in Computer Science, Business, Engineering, or related discipline preferred
• 6+ years of related IT operations experience
• Strong knowledge of manufacturing processes and their interaction with IT systems
• Minimum 2 years of Service Desk supervisory experience
• Experience in Manufacturing environments a plus
• Experience with ServiceNow ITSM
• Knowledge of IT frameworks such as ITIL or COBIT
• Understanding of SOX controls for IT operations
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders
• Strong organizational, communication and team logistics skills
• Ability to thrive in a fast-paced, dynamic environment with changing priorities
• Office environment
• Some travel required up to 25%
• Extended periods viewing computer monitor

Total Rewards
We prioritize an exceptional workplace experience, offering a comprehensive total reward package. This position is eligible for our Incentive Plan. Compensation ranges are estimates based on market data. Actual offers account for internal equity and candidate's job-related knowledge, skills, education, experience, and geographic location. Benefits, including medical, dental, vision, and more, generally begin after 30 days. Our paid time off will include vacation days, personal days, and company holidays. For more on our compensation philosophy, please reach out to our Talent Acquisition Team at Talent.Acquisition@clearwaterpaper.com.

Clearwater Paper will not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require Clearwater Paper's sponsorship to continue to work legally in the United States.

#Clearwater Paper #L1-Hybrid