Director - ITS Global Operations - BISSELL Homecare

This position is responsible for the strategy, implementation, maintenance and support of the BISSELL global IT infrastructure.  This includes our cloud and server infrastructure, collaboration platforms, telecom and data infrastructure, end-user computing hardware and software, Security RunOps support, and service desk operations. As a senior member of the Information Technology team, this position will collaborate with the Vice President of Digital IT and Digital Operations and other senior IT staff members and business leaders in setting the policies and strategic direction of Information Technology for the Company.

• Strategic Leadership: Develop and maintain the IT department’s strategic roadmap, ensuring that IT operations align with the overall business goals and objectives. Responsible for leaders who are managing the day-to-day operations related to the data network and cloud infrastructure, unified messaging platforms and AV systems, end-user productivity tools, and the service desk.
• Team Leadership: Mentor leaders and direct reports, promoting their professional growth and preparing them for future leadership roles within the organization.
• Creates a culture of customer service and support.
• Creates and implements IT Policies and Procedures that foster strong security and risk management capabilities while creating a culture of accountability for security and best practices on the team.
• Vendor Relations: Communicates effectively with external and internal vendors and advisors to ensure the security of IT systems and data. Manages third-party service providers to ensure adherence to SLA’s and seamless hand-offs of tasks between those providers and BISSELL internal staff.
• Build and maintain trusted relationships with business leaders at BISSELL’s global locations to ensure our IT infrastructure is meeting the needs of our remote locations.
• Technology Oversight: Oversees the architecture and implementation of ongoing support for the network, server, and communications infrastructure to ensure high performance and security.
• Analyzes and provides innovative solutions in the technology areas of responsibility to enhance the end-user experience for BISSELL Associates.
• Develops and executes a regular cadence of deployments of end-user productive tool and training plans that ensure successful adoption of new technologies.
• Supports critical issues with the network, telecom, video conferencing, and end-user productivity tools, involving other IT disciplines and outside service providers to ensure timing resolution of issues.
• Works closely with other IT disciplines to ensure BISSELL computing assets are secure and solutions meet BISSELL cybersecurity standards.
• Develops, implements, and publishes support metrics to include key performance indicators, Critical Success Factors, SLA’s and other metrics that are relevant to the business environment.
• Implement best practices around problem and change management procedures as well as asset management.
• Develops and maintains standards, policies and procedures related the IT Operations.
• Budget Management: Oversee IT operations within budget constraints while making effective system and technology investment decisions, while understanding business needs.
• Performs other duties as assigned.

Required Core Competencies:  

• Functional/Technical Expertise
• Global Business Acumen
• Self-Management
• Learning Versatility
• Customer Service Mindset
• Judgment and Decision Making
• Delivers Results
• Continuous Improvement
• Managerial Courage

Required Experience/ Education: 

• Degree minimum: Bachelor’s degree
• Specific concentration: Technology related discipline
• Experience level: 12+ years

Specailzied Training / Education Preferred:

• Prior experience managing network, telecom, and/or service desk operations
• ITIL Certification
• Prior knowledge of and experience with any of the following:
  • o Security Run Operations Support
  • Data networking and Call Center Solutions
  • Service Desk delivery in a global environment
  • Microsoft Office 365
  • AWS Cloud Implementation and Run Ops Support
  • Zoom and Teams unified messaging

Skills Required:

• 10+ years leading technology teams.
• 7+ years leading and managing global enterprise organizations responsible for IT operations and/or service desk functions.
• Experience with ITIL and/or COBIT frameworks.
• Strong customer service orientation, process and organizational skills.
• Demonstrated ability to work with business units to propose and implement technology solutions.
• Experienced and knowledgeable in delivering solutions with high availability and performance.
• Articulate and persuasive leader who can serve as an effective member of the BISSELL ITS management team.
• Proven success in fast-paced and dynamic environments.
• Excellent communicator who is adept at explaining technology concepts to a broad range of technical and non-technical persons.
• Depth of knowledge and experience in global network design, administration, and management.
• Experience managing Intel-based PCs running Windows, Apple and Active Directory.