Director, Global IT Support

Jockey is hiring a Director of Global IT Support, sitting at our Headquarters in Kenosha, WI. Reporting to the Chief Information Officer (CIO), this role will be responsible for providing strategic leadership for transforming and optimizing the centralized, enterprise-wide IT support across the global portfolio. In this role, the Director of Enterprise Support Operations will establish a service-level-driven, customer (user) focused support process framework. This role will have direct supervisory responsibility of a team of support technicians responsible for Level 1, and Level 2 support, as well as indirect supervisory responsibilities of the support capacity embedded with the 'Global Application' and 'Global Infrastructure' IT Teams. Over the next few years, as Jockey's strategic initiatives unfold, leading to the deployment of more enterprise and business unit-specific applications, this portfolio would expand accordingly.

Working very closely as part of the IT leadership team, this role would be responsible for the definition, alignment, adoption, and execution of the IT vision, strategy, and roadmap. This role will be a central figure in ensuring the support framework not only meets the existing needs of business stakeholders but also evolves based on business feedback and internal continuous improvement strategies. Hence, this role is an enabler of transformation by identifying, planning, and strategically executing IT strategy while cultivating a culture of customer-focused support.

ESSENTIAL FUNCTIONS:

Strategy, Roadmap, and Demand Management

• In partnership with Business and IT Leadership, ensure Jockey IT Support operations meet the operational business requirements and service levels.
• Lead strategy development and tactical design of IT support portfolio in alignment with and support for the Company's strategies and goals, business plans, opportunities, products, and operating requirements and efficiencies.
• Work with IT and business leadership in business continuity planning to ensure the resiliency of the Jockey IT assets and services portfolio

Portfolio Planning and Execution

• Oversee IT support services delivery across all business processes (Application, infrastructure, Support Services). This includes supervision of internal and external support capacity, management of business partner expectations (customer & vendors), and adherence to key performance indicators and Service Level Agreement (SLA) metrics to meet service management targets.
• Monitor and manage the team's quality objectives; establish metrics and controls to ensure performance, scalability, and supportability of the solution design & developments meet the required targets
• Conduct ongoing strategic sourcing to identify the most cost-effective, efficient, and appropriate utilization of internal contracted and outsourced support functions

Sustain and Continuous Improvement

• Ensure IT Operations Support framework is up to date based on customer feedback, evolving leading practices around customer service, and overall IT portfolio changes.
• Provides effective change leadership in driving continuous improvements and innovation in the enterprise Support operations portfolio.
• Analyze and implement new technologies to provide enhanced productivity for IT Support Operations.

Team Leadership

• Supervise recruitment, development, retention, and organization of all technical staff in accordance with corporate budgetary objectives and personnel policies

• Lead career development and succession management efforts to ensure retention, motivation, and engagement of current and future staff and managers.

• Provides coaching, performance management, and career development for team members
• Analyze and monitor workload, plan, delegate, and evaluate resources to ensure successful goals are obtained for daily support needs and projects

MINIMUM QUALIFICATIONS:

• Bachelor's Degree required. Master's degree preferred.
• A seasoned Information Technology executive with a minimum of 15 years of IS leadership experience and extensive experience and expertise in managing information systems support portfolios.
• At least 15 years of management experience leading cross-functional global teams at a senior level on support services, and experience managing Service Providers.
• Demonstrated use of innovation in how information technology can support business and customer needs with proven experience in providing a strategic and measurable contribution to business results.
• Ability to understand business issues and related impact to be able to prioritize and deliver solution & support that is cost-effective, efficient, and continuously improving to deliver incremental benefits to the customers.
• Must be an effective advocate of the use of technology through sharing, defending, and promoting his or her views and thoughts, and presenting information in a highly credible manner to clients, stakeholders, and employees.
• Extensive experience in:
  • Developing large, efficient, operational & cost-effective solution support
  • Managing large, segregated, high-performing support teams
  • Engaging business customers & managing customer expectations
  • Developing & managing strategic relationships with product and Service vendors
• Strong interpersonal communication and relational skills with executive presence and proven ability to lead, inspire, mentor, develop and guide a team of senior professionals.
• Extensive executive management experience including dealing with budget, and vendors, and helping create a positive work environment.
• Must be willing and able to "roll up the sleeves."
• Unquestionable integrity, credibility, and character who has demonstrated high moral and ethical behavior.

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