Director, IT Global Technical Services

What You’ll Do

• Global Infrastructure: Partnering with the peer IT teams, provide cost effective, highly available and high performing global infrastructure.
• Benchmark cost performance against peers, develop and execute strategies to optimize cost of services.
• External Service Provider Management: Manage external service providers for cloud services, managed services, network operations, and support services. Ensure appropriate service levels are established, performance meets or exceeds service levels and issue escalations are addressed to ensure Mosaic maximizes their agreement’s value obtained.
• People Leadership: Lead, develop and coach the Global Technical Services team in order to continually improve IT capabilities necessary to increase performance of the organization. Provide timely and constructive feedback on a regular basis to ensure employees have a clear understanding of their work, roles and the business. Manage performance issues when necessary. Work with employees on their career development plans. Lead the team to adopt agile development methodologies to deliver required services to the business. Foster a business-oriented culture and mindset within the Global Technical Services team driven by a continual service improvement approach.
• Business of IT: Participate in the development of the IT strategic plan, annual budgeting, forecasting and resource management activities.
• Operational Level Agreement Management: Manage operational level agreements (OLA) with Mosaic internal customers, which will include setting annual targets, measuring performance and improving performance as necessary. OLAs will encompass infrastructure performance, service and support delivery. Ensure the processes deployed are operating in an optimal manner. Develop and maintain a global IT service catalog.
• Provide Global multilingual support services via technical and application staff and external providers.

What You’ll Need

• 10+ years of progressive IT experience
• 5+ years of experience leading large-scale IT teams
• Leadership experience in identifying, negotiating and maintaining effective outsource relationships
• Experience managing multi-site personnel
• Experience with vendor performance management
• Knowledge of best practices for service delivery
• Experience building strategic plans for IT function
• Excellent verbal, written and listening communication skills, including the ability to effectively present concepts and proposals
• Ability to coach and develop employees
• Excellent leadership and interpersonal skills
• Strong motivational leader that possesses a hands-on, lead by example approach
• Proven strategic planning and project management capabilities
• Ability to effectively work and create strong and effective partnerships with employees at all levels within the organization
• Excellent business acumen
• Strong analysis and problem-solving techniques
• Demonstrated critical thinking and decision making skills
• Must be goal oriented and results driven
• Excellent organizational skills
• Able to adapt to a continually changing business and work environment and manage conflicting priorities
• High level of personal integrity
• Ability to professionally handle confidential matters and show appropriate level of judgment and maturity