A successful candidate will have strong skills in IT Service Management, monitoring operations and production support, ideally with technical background in the following disciplines:  AWS, System Administration, Storage, Network, Backup & Recovery, Database, ERP Systems, Virtualization, Monitoring Engineering, and IT Operations.  Leadership experience in diverse organizations with global span will be helpful.  Proven experience in running 3rd party managed service providers, both onshore and offshore.  

Specific experience supporting Supply Chain business units, processes and applications from a Senior Service Delivery Manager perspective is required.  

Your Responsibilities:

  • Act as business partner and liaison for Peloton’s business units and operational service delivery.
  • Manage new service requests and ensure end to end delivery.
  • Manage escalations around service delivery.
  • Establish metrics, KPIs and targets to measure, monitor and report on performance and availability across all business applications.
  • Establish metrics, KPIs and targets to measure, monitor and report on service performance and SLA adherence of the monitoring operations group.
  • Establish tools, data and governance for reporting timely performance metrics to serve as the single source of truth
  • Define dashboards and reports to communicate and drive discussions at all levels of the organization.
  • Evaluate performance data, recommend corrective actions and monitor improvement over time.
  • Recommend corrective actions based on data and analysis, assign owners and ensure completion of actions.
  • Identify and implement process improvements for production operations and related operational reporting.
  • Partner with engineering and technical support groups to continuously evaluate the effectiveness of monitoring, alerts, thresholds, escalations, suggesting and implementing technical improvements.
  • Establish, build and publish operational score cards for applications.
  • Maintain processes, tools and associated documentation in collaboration with engineering and technical support groups.
  • Planning operational road-maps to increase coverage, effectiveness and cost efficiency over time.
  • Collect, aggregate and analyze machine data to gain further operational insight to improve overall systems performance.  
  • Prepare and publish stakeholder centric operational health reports using context appropriate metrics and KPIs.
  • Ensure periodic audits of all user access rights within monitoring operations are reviewed, approved and updated for all tools and   systems in common usage by.

Your Skills and Experiences:

  • Bachelor’s degree in computer science, engineering, or related discipline.
  • 10+ years of IT experience with 3+ years of hands-on experience in one or more technical disciplines.
  • 5+ years of specific experience supporting Supply Chain business units, processes and applications from a Service Delivery Manager perspective is required.  
  • 5+ years of ITSM experience.
  • 3+ years leading a high-performance engineering and IT operations team.
  • Experience developing and delivering new IT services.
  • Maintain industry knowledge on trends and services.

Key Behaviors: 

  • Leadership: At the Senior Service Delivery Manager level.
  • Communication:  Understand and express ideas/solutions in a comprehensive and practical format.
  • User Focus: Strong focus on the user experience and commitment to improve it over time.
  • Collaboration: Teamwork with a positive approach to clearing ambiguity and data-based decision making.
  • Technical Knowledge:  Broad and diverse technical knowledge with the ability to leverage technical and operational experience to rapidly diagnose and address error conditions.  
  • Problem Solving: Ability to quickly identify, prioritize and collaborate to solve complex issues.  
  • Communication: Demonstrable ability to align and partner with assigned business unit and ability to prepare and present operational state periodic and ad-hoc reporting.
  • Conflict Resolution:  Able to manage conflict in escalations to drive mutually agreeable outcomes.
  • Account Management: Demonstrable ability to understand the business needs and imperatives of assigned business unit, tailor services to respond to those needs and handle escalations.  In short, act as the advocate for assigned business unit with IT.

ABOUT PELOTON:

Peloton uses technology + design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We have reinvented the fitness industry by developing a first-of-its-kind subscription platform. Seamlessly combining hardware, software, and streaming technology, we create digital fitness and wellness content and products that Members love. In 2020 Peloton committed to becoming an antiracist organization with the launch of the Peloton Pledge. Learn more, here.

“Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. In order to be the best version of Peloton, we are deeply committed to building a diverse workforce and inclusive culture where all of our team members can be the best version of themselves. This work has no endpoint; it is the constant work of running an organization that strives to reach its full potential. As a first step in our commitment, we announced the Peloton Pledge to invest $100 million over the next four years to fight racial injustice and inequity in our world, and to promote health and wellbeing for all, from the inside out.

Peloton is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request any accommodations from application through to interview, please email:  applicantaccommodations@onepeloton.com

 

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence.

 

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Peloton are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.