Manager, IT

Fortune Brands

Full-time - Manager

Fabricated Metal Product Manufacturing

About the position

The IT Manager at Fortune Brands Innovations, Inc. is responsible for the strategy, management, administration, and optimization of Sales and Service applications. This role involves leading multiple sales and support systems across various brands while managing a dynamic team of internal associates and external vendor support resources. The IT Manager will play a strategic role in defining and leading the transformation strategy to standardize applications across FBIN brands, ensuring effective deployment and management of cloud-based platforms that enhance sales processes and customer service delivery.

Responsibilities

• Develop and execute Sales and Service CRM vision and strategy with a focus on transitioning various brands to consolidated platforms.
• Oversee the deployment and management of cloud-based platforms and tools that enhance sales processes and customer service delivery.
• Supervise, mentor, and coach IT team members supporting various sales and service systems and processes.
• Manage ongoing enhancements and maintenance of various FBIN CRM applications including MS Dynamics Service CRM, SAP Sales Cloud, and Oracle Service Cloud.
• Lead, mentor, and develop a high-performing IT team, fostering a culture of innovation and continuous improvement.
• Establish and manage key performance indicators to measure and improve processes/systems.
• Support and coordinate managed services resources and priorities.
• Design, develop, test, document, and deploy system configuration changes, workflows, and process extensions.
• Manage and support security model and related roles, groups, and privileges.
• Manage upgrades, patching, and new module implementations.
• Work closely with sales, marketing, and customer service teams to identify technology needs and drive solution implementation.
• Manage the IT budgets for cloud initiatives, project contract resources, and software licensing.

Requirements

• 10+ years of leading transformation and support of Sales and Service business applications with a major focus on CRM domain.
• 5+ years' experience with MS Dynamics CRM Service integrated with order management and customer portal systems.
• Strong business process design and development experience with a focus on Sales and Service CRM domains.
• Demonstrated ability to work with senior leaders and cross-functional teams in designing and delivering solutions.
• Strong understanding of overall MS Dynamics CRM (D365) concepts and best practices.
• A strong background in developing and implementing software applications across multiple platforms, databases, and programming languages is highly preferred.
• Experience managing multiple projects in global service platforms.
• Experience in administering and managing collaboration and project management tools such as ServiceNow, JIRA, Azure DevOps, Microsoft Teams, Miro, and Smartsheet.
• Excellent communication/presentation/facilitation skills (oral and written).
• Ability to build and maintain cross-functional work relationships with internal/external customers.
• Self-motivated, team player that is task-oriented and able to work with minimal supervision.
• Strong problem-solving and analytical skills.

Nice-to-haves

• Bachelor's degree in information systems, Computer Science, Engineering, or related discipline.
• Certifications in MS Dynamics CRM and other relevant tools are a plus.
• Experience with SAP Sales and Service Cloud is a plus.

Benefits

• Comprehensive health plans
• Market-leading 401(k) program with company contribution
• Product discounts
• Flexible time off benefits including half-day summer Fridays
• Inclusive fertility/adoption benefits
• Employee Resource Groups to support inclusivity