Senior Director, IT Support

At SIE, the IT Service & Support function is critical to enabling smooth business operations, productivity, and a streamlined and frustration-free experience for SIE people. You will be joining a fast-paced, exciting IT team, providing critical support to one of the most recognizable brands in the world!

This is a hands-on leadership role with a unique set of challenges and huge opportunities to develop and mature the operation as it continues to modernize and become more proactive. Your principal responsibilities include developing a strategic approach to IT engagement, implementing global ITSM capabilities, and driving AI enabled, groundbreaking changes to support capabilities, designed to increase data-driven automation and self-service solutions.

This highly collaborative leadership role includes working with a globally distributed team to understand the requirements of our internal customers and deliver flexible solutions to support changing business needs. You have the opportunity to develop AI/ML enabled tooling to assist in making data driven decisions to improve proactive and predictive support. Establishing elevated support capabilities that help optimize engineering functions, will also be a key objective.

Modernizing services such as the "Walk-Up Desk" and AV/VC technology, in support of a hybrid workforce who need outstanding support wherever they are working, demands the implementation of creative and innovative new solutions. And as we partner with our colleagues in HR, on/offboarding process improvements will are a high priority.

Business ownership of the ITSM toolset, Service Transition and Knowledge Management, and Hardware and Software Asset Management will all be responsibilities of this position.

Success in this role requires close partnership with management within Service & Support, leaders across the wider IT organization, and key business functions such as Information Security, Engineering, Human Resources, & Facilities Management.

You will bring extensive technical expertise coupled with a strong people-first focus, excellent data analysis skills and a proven team-building track record. We are looking for a transformational leader with a focus on operational excellence, and passion that is contagious!

Description:

• Attracts and empowers highly engaged, passionate, diverse, driven talent, leading and inspiring our globally distributed team
• Visionary leader who maintains an evergreen view of our future state, challenges the status quo, and delivers measurable results against our strategic roadmap
• Experienced operational leader, driving excellence and continuous improvement
• Develops strong operational team structure and actively promotes succession planning
• Actively assumes ownership of new initiatives and showcases steadfast outcomes
• Prepares and presents comprehensive reports on team performance, using meaningful metrics
• Energetically, passionately, and successfully works across organizational boundaries, collaborating to deliver ‘outstanding’ support services
• Creates an environment for teams to innovate, self-improve and implement with urgency and accuracy
• Strong advocate for workplace diversity, equity, and inclusion
• Demonstrates leadership and expertise by identifying and optimizing automated, proactive, and self-service capabilities to drive efficiencies
• Participates in roadmap discussions, identifies key areas for improvement in the support space and incorporates these goals into ongoing & future development initiatives

Essentials:

• Extensive recent experience managing a third-party vendor delivering IT services into an Enterprise environment
• Strong budget management skills
• Proven success in delivering successful IT support at an enterprise scale and developing game-changing IT Service Management capabilities
• Experience in researching new and emerging technologies to realize potential value, business fit, operations, and cost efficiencies
• Drive and passion for technology leadership with the ability to excite, mentor, develop and empower team members
• Outstanding verbal/written communication skills with a presentation style that engages and delights up, down and across the organization
• Effective at working with geographically remote and culturally diverse teams

Preferred:

• Deep technical/business process experience with ITSM toolsets, preferably ServiceNow
• BS or MS degree in Information Technology or Information Security or equivalent experience

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