As our NA Service Desk and Desk-Side Support Director, you'll drive and own delivery of services and support for Service Desk and OnSite-Dispatch Support of daily operations and strategic initiatives for the End User Services tower in NA. You will build relationships across Nike Technology, and directly influence the productivity of NA Nike end users. You will manage and lead a variety of talented Nike teammates and partner with vendors to deliver value to stakeholders. You and your team mates within the Infrastructure Services team will collaborate to build an infrastructure service strategy. Your talents will be leveraged to support Nike’s growth and enable a productive workplace.
Accountabilities
Strategy
Align with Enterprise Services to build infrastructure services roadmaps for Global End User Services. Incorporate customer feedback to ensure service value is maximized.
Collaborate with team and peers to develop a strategy to enable end user productivity
Collaborate with Nike Technology customers to ensure we define and deliver appropriate infrastructure services to support strategic initiatives and growth.
Collaborate with team mates around the globe to align on services and approach to maximize value
Develop plans and roadmaps which represent team priorities
Business Relationship Management
Work closely with other technology leaders to guide technology decisions to ensure the use of standard, scalable and sustainable infrastructure.
Provide visibility to health of infrastructure, opportunities for investment, and risks
Support business critical milestones and events with appropriate service and support
Team Management
Manage a team of technology service managers and teammates for level1 and level2 as they provide services and support for our Nike End Users.
Collaborate and manage in a matrix environments across Nike and our key Nike partners
Coordinate, supervise, and prioritize the daily activities of team or unit. Be accountable for ensuring service delivery excellence.
Ensure proper resourcing for projects and support.
Ensure team members are receiving adequate development and training
Operations
Ability to get work completed successfully though on-shoring or off-shoring model
Serve as an escalation point for customers as needed for operational incidents, service delivery issues or gaps.
May be required to assist in the resolution of operational problems by leveraging expertise and judgment in managing and communicating major operational incidents
Facilitate visibility to key business events, so that operational maintenance has no negative impacts and appropriate support is provided.
Provide technology leadership for End User Services. Determine where technology can be used to create competitive advantage. Collaborate with Nike Tech customers to ensure implementation of scalable, reliable, and available infrastructure
Finance
Accountable for providing accurate project estimates, tracking of project spend and management of project budgets for Infrastructure spend
Provide forecasting and modeling of total cost of ownership for solutions based on business growth.
Desired Skills and Experience
Requirements for the position include:
Bachelor's degree in Business, Computer Science or a related field
8 years of experience in IT, business or a related field with at least 5 years of directly relevant work experience in End User Services
2 years of additional experience required in lieu of a degree
5 years of progressive experience leading and managing infrastructure services in Global Service Desk (level1), and On-site/Dispatch Support (level2).
Proven ability to facilitate service delivery through a service provider
Management experience leading a 24x7 (follow the sun) End User Services operations
Proven track record of delivering results by drive tactical activities while maintaining alignment with big picture
Proven ability to think strategically, and to communicate the strategy to a large organization
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