Director of Enterprise IT Operations

Job Summary: 
The Sr. Director of Enterprise IT Operations at iHerb provides leadership to a growing international team of IT personnel across a breadth of disciplines. iHerb operates 24/7 fulfillment and distribution warehouses in addition to typical corporate office sites.  In addition our IT operations team’s support thousands of end-users
Job Expectations:

• Working under the VP of Infrastructure and Information Technology, lead a breadth of IT teams/functions including Helpdesk/Desktop, Application Support, SaaSOps, IAM, ERP and Warehouse IT Operations.

• Partner with peers in Cloud Infrastructure/DevOps and Security to deliver a secure and reliable global IT footprint

• Partner with local warehouse operations Directors to understand and deliver on the unique IT requirements of large scale fulfillment and distribution hubs

• Work with team leads and managers to identify actionable KPI’s to measure and improve on customer service, ticket closure rates and ticket SLA’s.

• Act as the senior decision maker for IT in new infrastructure build-outs such as Warehouse and Corporate office

• Control and optimize cost through budgeting, forecasting, negotiation, design review and forward looking projects.

• Define the set of IT services and document them with Service Level Agreements (SLAs). Ensure response time commitments and resolution time objectives are met.

• Set and socialize corporate IT standards and policies.

• Own a variety of vendor and contractor relationships.  Negotiate and optimize contracts as needed.  Optimize procurement processes.

• Contribute to committees (steering, change approval) that establish guidelines, set procedures and outline standards for company IT technologies and services as it pertains to each division and region.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.
Required Knowledge, Skills and Systems:
 

• IT Service Desk and Service Management (ITSM/ITSD) - Jira Service Desk, Service Now

• SOX and PCI Compliance

• Fundamental knowledge of ERP (e.g SAP, Netsuite, etc) operations and development teams

• Endpoint Management/Patching - Tanium, Automox, etc

• Endpoint Detection and Response (EDR) - Crowdstrike, SentinelOne, etc

• SSO - Okta, Ping Identity, Active Directory

• IDM/IAM - User Access Review, Provisioning/Deprovisioning Best Practices

Additional Knowledge/Skills:

• Networking - VPN, SDWAN, Cloud (direct connect, etc), Global WAN best practices

• Robotic Process Automation (RPA) - e.g UIPath

Experience Requirements:
Generally Requires:

• 15+ years IT Management and End User support experience

• 10+ years Senior IT Management / Director-level experience

Education Requirements:

• Bachelor’s Degree in relevant field is a plus; in Computer Science Required

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