Director of Technical Services

The Director of IT Technical Services is responsible for the strategic direction and ensures operational excellence within technical services team. The role involves the ongoing design, maintenance and continuous improvement of all technical services.

The Director is responsible for the management, administration and support of the Technical Services team supporting all Associates, Distribution Centers, Store Support Centers, Data Centers and Remote Locations.

• Key areas of responsibility:
• Establishing, delivering and administering the enterprise IT Service and Support catalog. Directing onsite, remote and MSP technical teams.

Principal Duties and Responsibilities

• Develop, baseline, review and manage service level performance, meeting defined service levels and working closely with internal and external teams to resolve all issues.
• Collaborate with and support, SSC Facilities and Distribution Center leaders to support their business needs.
• Proactively recommend new, and changes to, internal IT service procedure and process.

Minimum Requirements/Qualifications

• 10 years’ experience in leadership role in Technical IT Services - leading on-site, remote teams.
• Experience negotiating and ensuring compliance of vendor and maintenance contracts
• Experience with IT Managed Service Providers and technical support within MSP environments
• Excellent communication and interpersonal skills
• Strong critical thinking and problem-solving skills
• Independent and proactive management style
• Proven experience working in fast-paced environment and ability to manage and meet aggressive timelines and deadlines. Track record of delivering initiatives on time and on budget.
• Demonstrated experience in building, leading, developing and retaining a team of high performing professionals in geographically disbursed environments
• Travel required 20%

Desired Qualifications

• Bachelor’s degree, Business Administration or Information Systems preferred.
• Strong knowledge of managed IT services, networking, Data Center infrastructure, servers, storage, and networking.
• ServiceNow reporting and driving ServiceNow adoption
• Critical incident management and response experience