This strategic leadership position will help drive the evolution of IT operations and elevate the employee experience for one of the world’s most iconic brands!

You will play a pivotal role in shaping the future of IT support by driving transformation through AI powered automation, predictive and proactive capabilities, and intuitive, data-driven self service solutions. This leadership role oversees core support functions including Tier 2 support, Walk Up Desks, Media systems, and endpoint support. The Director drives continuous improvement through structured ITSM practices, ongoing process refinement, and strategic vendor management, delivering an increasingly frictionless employee experience.

What you'll be doing:

• Lead daily IT support operations with an emphasis on end-user experience and service quality.
• Coordinate Tier 2 support, walk-up desks, and Media support for meetings and events.
• Design and deliver scalable technical solutions and workflow automations that streamline support operations, reduce manual effort, and improve the overall employee experience.
• Improve support efficiency by introducing automation, self-service capabilities, and proactive/predictive solutions using employee experience scores and AI technologies.
• Responsibility for hardware and software asset management throughout the lifecycle.
• Collaborate with third-party service vendors and ensure service contracts are met or exceeded.
• Drive ongoing improvements through metrics analysis, customer feedback, and process audits.
• Support IT readiness for live events, business continuity scenarios, and hybrid workplace enablement.

Leadership & Strategy:

As a member of the Service & Support leadership team, you'll help lead across different regions, with a focus on personal growth, talent development, and building a high-performing, diverse, customer-centric environment. You will build strong multi-functional partnerships with other IT leaders, business units, and support partners. Your responsibilities will involve helping to shape the strategic direction of IT operations and support services.

This role collaborates closely with HR and the People Technology Services team to deliver scalable, secure, and intuitive technology solutions. You'll play a key role in automating and optimizing HR-related workflows – especially across the Joiner/Mover/Leaver (JML) lifecycle – to enhance employee experience and operational efficiency.

What we're looking for:

• Consistent record leading IT operations and service delivery in an enterprise environment.
• Broad and deep technical expertise across enterprise platforms, system integrations, infrastructure, cloud services, and endpoint environments, with the ability to evaluate, build, and scale reliable technology solutions
• Strong commitment to elevating the employee experience by designing intuitive, reliable, and frictionless IT services informed by data, feedback, and continuous improvement.
• Strong record of vendor and contract management for outsourced IT services.
• Hands-on experience with service performance reporting, metrics dashboards, and operational reviews.
• Solid grasp of Media technologies, support for hybrid work, and end-user computing environments.
• Led cross-functional enterprise from initiation to completion large-scale IT projects on time and within budget.
• Budget ownership and resource planning experience.
• Outstanding interpersonal, communication, and team leadership skills.
• Experience leading diverse, global teams in a matrixed organization.

Qualifications

• Bachelor’s or Master’s degree or equivalent experience in Information Technology, Computer Science, or related field.
• ITIL certification (v3 or v4); Practitioner preferred.
• Experience with DEX tools (especially Nexthink) preferred.
• Experience working in high-growth or multinational companies.

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