About Us:
We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.
One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about our commitments to Inclusion & Diversity here.
POSITION SUMMARY:
The Senior Director, Global End User Solutions & Engineering Support will be responsible for leading a team of engineers in providing modern and simplified tech-solutions to improve the associate experience, allowing them to use tools that will help them excel in their job. This role leads a team of engineers supporting L3 escalations, defining core tech stack for end users and software compatibility requirements, and working proactively with vendors and third parties to deliver maintenance and usability. This leader will drive strategic vendor partnership to design and deliver modern end user capabilities and solutions for PVH globally. S/he will establish strong partnerships with other functions, including but not limited to: Engineering, Business, Security, Applications Engineering teams, and other technology product teams to deliver business value, frictionless and seamless adoption experience.
This role will provide leadership and guidance to PVH Global End User and Collaboration Engineering team, focused on ensuring that investments and initiatives are aligned with the IT PVH+ Plan, strategy and priorities. S/he will lead, manage, coach, and mentor a team of engineers, ensuring that projects are completed on time and within budget.
End User Engineering
Defining the golden standard for images
Certifying compatibility across modern and legacy platforms
Monitoring performance
Cultivating a culture of customer service and excellence
Driving adoption and bringing new features to life that will enhance the productivity of the end users
Windows based PC (laptop / desktop)
Apple mobile and business platforms
Intune MDM, Jamf and patching tools
Drive VOIP and communication platforms i.e. Teams, Zoom etc
Train and drive adoption and process automation
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PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:
- Responsible for developing a strategic roadmap bridging technologies in alignment with executive business needs
- Responsible for developing a strategic framework for reporting the progress and performance of end user adoption, performance and collaboration effectiveness of the function inclusive of SLA’s / KPI’s analysis and trending to identify continual service improvement opportunities
- Responsible for oversight of the team who designs, builds, deploys and maintains MS Teams, NEAT, O365, Exchange, Intune, JAMF and laptop standards of all corporate associate technologies
- Establish and build strong working relations and partnerships with Business Units to help improve the end user experience
- Globally supports approximately 28,000 Corporate and Retail associates
- Evolve Technical Services strategy along with analysis and actions based on customer satisfaction, resolution times, reduced friction, etc.
- Responsible for establishing a proactive problem management discipline: Coordinate efforts and partner with a variety of technology teams to provide campus and executive support outcomes
- Create ways to optimize resource allocation and simplify IT servicing
- Design and establish a proactive incident management discipline that provides end- to- end escalation & resolution for break/fix support across the global environment.
- Coach, mentor and develop skills and capabilities of team members to build a cohesive and collaborative team
- Manage Technology and Project budgets, identifying communicating and clearly documenting variances
- Provide technology support leadership and overall accountability for PVH Executives
- Modernize and optimize hardware deployment, financial models, refresh schedules and configurations
- Ongoing evaluation, selection and effective use of deployment tools/systems
- Comply with proper internal controls as necessary to conduct job functions and/or carry out responsibilities and/or administrative activities at the company
- Assist the Global Device Engineering teams with day- to- day operational activities such as patching, application packaging and troubleshooting collaboration technologies issues
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QUALIFICATIONS & EXPERIENCE:
Experience:
10+ years of proven experience driving a customer centric engineering practice across a variety of technologies. A leader who has a proven track record of value adding change, transforming environments and a style that drives great and trusting relationships between the business and technology. Understands how to talk tech and help their team while setting the minds of the business at ease. A polished and empathetic support leader who wants to change technology for their constituents for the better.
Education:
Bachelor’s degree required
Skills:
- World class customer service skills
- Strong Engineering background
- Ability to influence and mentor others by providing best practices
- Mentorship and Management of modern IT support teams
- Effective organizational transformation project management skills
- Strong writing and communication skills; ability to write business requirements and functional specifications
- Strong customer service orientation specific to both high velocity support and bespoke VIP support
- Strong leadership capability; able to work with and effectively lead a team; collaborate and decide on solutions that support the business
- Strong project management skills: Plan, organize, monitor, and control projects, ensuring efficient utilization of resources to achieve project objectives and deadlines
- Strong interpersonal relationship building skills: able to work with a variety of people and groups in a constructive and collaborative manner
- Ability to weigh business needs against security concerns and articulate to management
- Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
- Strategic thinking: Applies organizational acumen to identify and maintain focus on key success factors for the organization
- Executive presence & support – Interfaces with key stakeholders on a regular cadence and understands the importance of change management and adoption
Preferred
- Leads teams of support staff today, with prior experience in team optimization and modernization.
- Strong technical background with a bridge to the business and proven success in both arenas
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INTERNAL & EXTERNAL CONTACTS:
Internal: Various IT and business teams across PVH, where end user capabilities and/or experience management needs are warranted.
External: Technology vendors, IT service vendors
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SUPERVISORY RESPONSIBILITIES:
Direct: 4-9 directs (Analysts, Engineers, Sr. Manager, Director)
Indirect: N/A
Supervises large/complex support teams.
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BUDGETARY RESPONSIBILITIES
- Own and manage budgets assigned to specific projects as well as team’s annual operating budget.
- Work with Global Corporate & Consumer portfolio leader & owner to develop annual budgets and support the portfolio owner in managing to assigned budget.
- The Sr. Director will prepare, manage & track budgets & estimates for their respective area throughout the year.
- Prepare all supporting financial documentation & respective processes on new projects to be undertaken (e.g., proformas, business case/ROIs, CER’s, CapEx schedule/forecast).
DECISION MAKING:
Sets objective for self and others and delivers results that impact the organization. This role will need to modernize our executive/campus technology experience, benchmarked against who is doing this best in class. The right candidate will help with driving proactiveness in supporting and deploying in this space.
RESOURCEFULNESS/CREATIVITY:
Responsible for determining improvements or changes that impact a department. The right candidate is a transformation minded, cost savings, fast paced, and agile leader that is looking to scale and go global if not done so already.
Your Wellbeing is Our Priority
In the heart of Amsterdam, PVH is home to the global headquarters of Tommy Hilfiger and the European offices of Calvin Klein.
How we support you: choose the hybrid setup and working hours that suit you, in addition to meeting-free Fridays, work from anywhere 4 weeks a year, 25 days of paid holidays, mental health days, parental leave, home office allowance, commuting allowances, employee assistance programs, and pension schemes
Wellbeing: exclusive onsite gym and fitness classes, personal training, meditation studio, sports clubs, in-house physio, and receive access to our nutritional and wellbeing programs
Campus: extensive food and beverage offerings, top-notch restaurant, barista coffee bars, sky bar, monthly social events, weekly Thursday drinks, game nights, and campus-themed activities that will keep your social life busy
Be at the forefront: stay closely connected to our brands, CALVIN KLEIN and TOMMY HILFIGER, and be a part of seasonal market launches, sample sales and receive employee discounts!
Check out our Amsterdam Campus here.
PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.
