As our Director, Technical Services Performance Management you will be responsible for service performance management, helping to drive service improvements across all technology platforms. Responsibility for driving resolution of Major Incidents impacting Global operations and resources will be a key function of this role. You will work closely with your geography customers, strategic service partners, and global technology counterparts to ensure our services & service agreements keep pace with our environment as you mature the operating model. To be successful, you must be able to demonstrate expert customer service and influencing skills that drive results and promote continuous process improvement, competency in strategic thinking, and knowledge of industry best-practices as a leader to evolve to a mature services-based organization.
Master’s degree in Business, Computer Science, Technology Management, or a related field. 10 years' relevant experience in lieu of a degree.
Strong background in Technology, Retail, and Logistics Center infrastructure
Solid organizational skills and process-oriented management skills supported by education and practical experience
Prior experience with technology programs and performance management for Operational and Support Organizations in a global environment
Ability to collaborate with customers, colleagues, and other stakeholders to develop plans that address their needs as well as our technology strategy; requires strong written and verbal communication skills
Expert customer service and influencing skills to drive results and promote continuous process improvement
Apply business and management expertise to achieve financial and operational objectives
Experience in strategic thinking, planning, and leadership
Familiarity with Lean methods, tools, and process
Working knowledge of ITIL terminology, standards, practices, and frameworks - focusing on operations and support organizations
Experience with ServiceNow highly desirable
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