At BrandSafway, we know our employees are our greatest asset, which is why we give them the tools, training, and resources to be successful. Come join our growing team. We are looking for a Director, Global IT Services.

Key Responsibilities:

• Lead & evolve global IT Service Desk teams.
  • Provide leadership to North America and International service desk managers.
  • Implement operational governance and metrics to monitor daily operations and ensure efficient handling of support requests.
  • Develop and implement training programs for service desk staff.
  • Monitor performance metrics and continuously develop and implement roadmaps for improvement.
  • Define, model, and foster a culture of customer service excellence within the team.
• Lead the Field IT Services teams.
  • Provide strategic direction and oversight to Field IT Services managers.
  • Establish and maintain high standards for on-site technical support across 500+ global branch and job site locations.
  • Develop proactive incident response and problem-resolution strategies, ensuring alignment with organizational goals.
  • Continuously assess and refine field service processes to drive operational efficiency and excellence.
• Lead centralized PC deployment services.
  • Provide strategic leadership to the Manager of Deployment Services, ensuring alignment with global organizational priorities while overseeing large-scale hardware rollouts and technological upgrades.
  • Spearhead the transformation of imaging and setup procedures for new devices through collaboration with the Enterprise Architecture team, driving innovation and efficiency across deployment operations.
  • Develop and implement comprehensive global hardware replacement strategies and budgets, including lifecycle management for end-user devices and advanced collaboration technologies like Microsoft Teams Rooms, ensuring future-readiness and operational excellence.
• Lead the IT Service Management platform team.
  • Develop and champion a comprehensive, multi-year strategy for ITSM platform evolution, ensuring alignment with organizational goals and future technology trends.
  • Define a strategic vision for leveraging IT service management frameworks to enhance operational excellence across global teams.
  • Introduce forward-looking automation initiatives that anticipate and address emerging service delivery challenges while optimizing efficiency across the enterprise.
  • Continuously align ITSM processes and tools with compliance standards and organizational priorities, driving innovation and scalability for sustained growth.

Essential Competencies:

• Modeling Modern Work & Collaboration
  • Demonstrate effective use of modern collaboration tools and platforms in a Microsoft environment.
  • Foster a culture of open communication and teamwork.
  • Implement best practices for remote and hybrid working teams.
  • Encourage continuous learning and adaptation to new technologies.
• Adaptable Project Management
  • Establish consistent project management habits and routines.
  • Monitor and adjust project plans to meet changing requirements.
  • Escalate issues promptly to ensure timely resolution.
  • Maintain clear and regular communication with stakeholders.
• Smart Prioritization & Service Delivery
  • Utilize data-driven insights to inform decision-making.
  • Prioritize tasks and projects based on strategic goals and objectives.
  • Deliver high-quality services efficiently and effectively.
  • Continuously evaluate and improve service delivery processes.
• Technical Expertise
  • Demonstrates advanced knowledge of IT systems and infrastructure.
• Leadership Competencies
  • Role model of end user empathy. Role model in building/using a professional network inside the company; develops these skills in manager and team members.
  • Communicates the strategic vision and direction for IT Services, aligning it with the organization's overall goals and objectives.
  • Understands the business landscape and leverages IT to drive competitive advantage and long-term growth.
  • Oversees the IT Services budget, ensuring cost-effective use of resources and alignment with financial goals.
  • Ensures IT operations comply with relevant localized regulations, standards, and best practices.
  • Develops and retains top IT talent, fostering a culture of continuous improvement and innovation.
  • Establishes and maintains strategic partnerships with IT service providers, ensuring alignment with organizational goals and objectives.
  • Develops and implements long-term IT strategies that support business objectives and drive digital transformation.
  • Leads and manages large-scale change initiatives within the IT department, ensuring smooth transitions and minimal disruption.
  • Identifies and mitigates risks associated with IT operations, ensuring business continuity and data security.
  • Monitors and evaluates the performance of IT services, making data-driven decisions to improve efficiency and effectiveness.
• Strategic & Organizational Impact
  • Applies in-depth knowledge of own organization function or major operational segment as well as business and commercial expertise to differentiate the company from the competition.
  • Develops and executes long-term functional strategy to achieve key business objectives.
  • Evaluates key business challenges; directs the development of new or innovative solutions.
  • Shapes the opinions of, and negotiates with, other senior leaders; establishes collaborative relationships across the business and with external organizations.
• Supervisory Responsibilities:
  • Manages a global team of direct reports including department managers, technical Project Managers.
  • May lead cross-functional projects with team members from other IT leaders.
  • Manage and evolve key global vendor relationships for PC hardware, video conferencing, and collaboration software.
  • Plan and manage annual IT capital expenditures globally, balancing site needs with upgrade/replacement schedules.

Qualifications:

• Bachelor Degree in Computer Science, Management, or a related field.
• Minimum 10 years of progressive IT management experience in medium/large global enterprises.
• Experience with IT service management and workflow design.
• Strong understanding of IT infrastructure operations, including network, voice, server, storage, cloud, identity, and end-user computing.
• Proven experience in managing global IT service operations and working with Managed Service Providers (MSPs) to ensure high-quality service delivery.
• Experience with Microsoft 365 suite of applications, platforms, and capabilities.
• Experience deploying video conferencing solutions in a branch-based environment.
• Ability to oversee the resolution of escalated IT infrastructure issues to minimize downtime and disruption.
• Strong stakeholder management skills, with the ability to consult with all levels of business users to understand their business challenges and deliver modern technology solutions
• Demonstrated leadership skills with the ability to develop relationships with the business and the team, influence positive outcomes, and promote collaboration and teamwork
• Exceptional verbal communication and written communication skills in English
• Excellent executive presentation skills, including creating compelling PowerPoint presentations and delivering strategic messages to all levels of employees in an impactful way.

Travel

• 25% - 50% travel as required, by the supervised teams, continuous transformation and M&A initiatives, or global business groups.
• Must be able to travel both domestically within the United States and internationally, including but not limited to Canada, Latin America, Europe, the Middle East, and Asia-Pacific regions.

BrandSafway offers a competitive benefits package that includes medical, dental, vision, life and disability insurance along with a generous 401k plan. The salary range for this position is $220,000 - $250,000 annually. This range represents the anticipated low and high end of the salary for this position.

About Us:

BrandSafway is a leading global provider of access, specialized services, and forming and shoring solutions to the industrial, commercial and infrastructure markets. Through a network of ~340 strategic locations across 26 countries and ~40,000 employees, BrandSafway delivers a full range of industrial service solutions. BrandSafway supports maintenance and refurbishment projects as well as new construction and expansion plans with unmatched service from expert local labor and management. Today’s BrandSafway is At Work For You® — leveraging innovation and economies of scale to increase safety and productivity, while remaining nimble and responsive.

BrandSafway, including its subsidiaries, is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, religion, gender, marital status, sexual orientation, age, disability, special disabled or veteran status. 
 
Notice to all potential job candidates: 
Please be advised that BrandSafway will never require or ask for any fee from you in exchange for being considered, hired, promoted, transferred or having ongoing employment with us. It is a violation of our Code of Conduct if any employee requests any money or fee from you in exchange for tentatively special treatment or consideration. If anyone, regardless of whether an existing employee, or anyone else, requests payment of any fee in exchange for being hired into our company, you may confidentially contact our HR Compliance department at hrcompliance@brandsafway.com and provide the name of the individual and any other documentation or proof of such an act.