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Director, IT Operations

Date: Jun 20, 2022

Location: Charlotte, NC, US, 28273

Company: Jeld-Wen Inc.

OUR COMPANY

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

THE ROLE

 

The Director of IT Customer Experience & Support Services is a key member of the technology leadership team with a vision to transform, enhance and lead the global delivery of service desk, field support services, executive support, workspace devices (desktops, laptops, mobile devices), procurement of IT assets and services and the management of hardware and software assets. The ideal candidate will have a passion for creating positive customer experience, strong problem solving and relationship management skills. This role, based in Charlotte, NC, is also responsible for operational service management processes to ensure quality, efficiency and productivity goals are achieved.

 

Principle Duties and Responsibilities

  • Develop overall strategic vision for the global end user services including service desk, field support, end user computing and IT service management
  • Collaborate and communicate with key stakeholders, IT senior leadership and business owners and meet their expectations by providing Tier 0/1/1.5 support that ensures stellar end user experience for the JELD-WEN workforce
  • Liaise with infrastructure leaders and business leaders to understand the risks at the manufacturing plants and develop a plan and roadmap to address the risks. Manage a team of field support technicians and vendor partner to execute the planned infrastructure upgrades at the plants
  • Oversee ITIL service operations and transitions activities including incident management, problem management, request management, knowledge management, change management and configuration management
  • Develop a center of excellence for ITSM practices and frameworks. Ensure best practices and process frameworks are in line with ITIL, to drive continual process improvement
  • Develop, implement, monitor and improve service level and operating level agreements and their supporting KPIs to achieve operational excellence and 90% customer satisfaction scores
  • Monitor service execution to ensure services are delivered as expected and end users/business partners are satisfied
  • Promote self-service tools, the request catalog and the knowledge repository as mechanisms to improve end user satisfaction and reduce cost. Stay abreast of trends in end users support, management, technologies, sourcing, policies and procedures that could have an impact on IT services
  • Manage all aspects of the administrative, financial, capital and operations of the global IT asset management processes. Establish effective technology asset (hardware and software) lifecycle that spans from asset selection, acquisition, protection, refresh, migration, optimization, retirement and disposal of the asset

 

Qualifications

 

  • Bachelor’s degree in computer science, information systems, computer engineering, system analysis, or a related field.
  • At least 7 years of experience in managing service desk, field services and workspace technologies in a large complex environment, ideally in the manufacturing industry
  • At least 5 years of experience in managing managed services providers and managing successfully to outcomes
  • Strong understanding of ITIL and ITSM and extensive experience in vendor negotiation, contracts management and asset management
  • Experienced in driving standardization across enterprise. Excellent communication and relationship management skills with direct reports, managers and peers.
  • Strong financial management with experience in budgeting, tracking, cost allocation and charge back.

#LI-KR

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services


Nearest Major Market: Charlotte