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 Inclusion & Diversity at PVH here.
The Team
PVH is on a mission to redefine the fashion industry by driving full digitization along the company’s entire value chain, from product design all the way to the consumer. Technology plays a key role.
The Technology team aims to become the driving force in the organization for technology strategies & tools that enable the company’s growth drivers and create ever-increasing value for the end-user; be it for the PVH organization, the employees, our customers or consumers.
The team is part of the Operations & Service Management Organization and fits within the wider Global Infrastructure & Operations department. Operations & Service Management is responsible for Application Managed Services (L2), Enterprise Operations Center including L2 for Infrastructure, Network, Security, Digital Experience, and Global Service Desk & Service Management.
As part of the Application Managed Services, the team will establish a world-class Application Managed Services (AMS) Capabilities for PVH Applications across multiple regions (APAC, EMEA, and AMER) and domains (Commercial, Brands, Value Chain, Data & Analytics and Corporate), delivering a reliable and consistent managed service experience to business. The mission is to unify our Application Support structure and elevate service quality on a global scale, enhance efficiency, improve service quality, and reduce operational costs by eliminating redundancies and standardizing processes.
Application Managed Services is an important team within Infrastructure & Operations and for Technology to achieve its vision and purpose. It indirectly enables PVH vision being 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 make PVH one of the highest performing brand groups in our sector.
The Position
The Senior Director, Global Application Managed Services, will be responsible for overseeing the delivery of application managed services within an organization, managing teams that maintain, support, and optimize all applications globally, ensuring smooth operations, resolving issues, and driving continuous improvement across the application portfolio, often collaborating with business and IT stakeholders to meet service level agreements (SLAs) and effective demand management.
This role will be leading a team of lean internal high performing associates and external Partner Teams distributed globally across NA, EMEA and APAC to ensure efficient service delivery, customer satisfaction and operational excellence.
The team is organized by key domains globally:
- Retail & Warehouse including POS and 3PL’s
- Commerce, Order Management and Consumer Engagement
- Data & Analytics, Integration and Global Brands
- ERP, Corporate, Enterprise Planning & Supply
This is a high impact role that requires setting strategy, identifying, and addressing global requirements, refine and improve the existing service portfolio and act as product owner to set the prioritization of epics and user stories.
This role will be implementing processes to enhance our service quality, customer satisfaction and operational efficiency next to owning contract management, delivering top-tier service to our associates.
The diversity and rhythm of our multi-domain / multi-hub operating model requires building strong strategic relationships across the PVH organization regionally as well as globally.
The ideal candidate has a strategic mindset, strong leadership skills, is data driven, has deep commitment to customer value and knows what it takes to be a servant leader.
Key Responsibilities:
- Leadership & Strategy
- Lead the Global Application Managed Services team.
- Develop and execute a Global application management and support operations strategy in alignment with global IT strategy and company growth drivers.
- Provide visionary leadership to the teams, fostering a culture of inclusion, excellence, accountability and innovation.
- Establish and communicate a clear vision for service excellence and operational efficiency.
- Team Management
- Recruit, mentor, coach and develop high performing teams.
- Define an effective operating model and delivery organization with clear roles & responsibilities connected to OKR’s for the teams including partner teams.
- Foster a collaborative, inclusive and self- steering work environment where people are trusted, valued and it’s a strength to learn from failure.
- Service Operations
- Monitor and manage the performance of applications within the portfolio, tracking key performance indicators (KPIs) like uptime, response times, and resolution rates to ensure adherence to SLAs.
- Coordinate the response to application issues, including root cause analysis, escalation, and timely resolution of critical incidents.
- Manage the change process for applications, including impact assessments, testing, and deployment, ensuring minimal disruption to users.
- Collaborate with relevant stakeholders to define the service portfolio roadmap, operational level agreements (OLAs) and a service level maturity path.
- Proactively assess future application needs and manage resource allocation to ensure sufficient capacity to meet demand.
- Identify opportunities to optimize application performance, streamline processes, and implement new technologies to enhance service delivery.
- Facilitate and drive alignment across teams, conduct customer research, and work with key stakeholders across business and technology to develop the service strategy, vision and roadmap.
- Budget and Resource Management
- Own and maintain budget for AMS responsibilities.
- Develop and manage the team’s budget, ensuring optimal resource allocation.
- Identify cost-savings opportunities while maintaining service quality.
- Monitor and report on financial performance and opportunities.
- Vendor and Partner Relationships
- Negotiate and manage contracts to ensure cost effectiveness, compliance and quality.
- Collaborate with vendors, partners and third-party service providers to optimize service delivery.
- Establish and maintain strong relationships with internal and external stakeholders.
- Provide periodic updates and reports on service operations to senior leadership.
The Ideal Candidate:
- Bachelor’s or Master’s degree in related field
- A minimum of 10 years of experience in application service management and operations leadership support
- Strong technical knowledge across various application platforms and technologies
- Deep understanding of application management practices, including incident management, problem management, change management, and service level agreements
- Proven experience leading and managing technical teams in a service delivery environment
- Strong strategic thinking and decision- making abilities
- Excellent communication and stakeholder management skills to effectively collaborate with business users, IT teams, and vendors.
- Experience implementing IT Service Management platforms, related metrics and operating models.
- Ability to analyze data, identify trends, and make informed decisions to optimize application performance
- Budget management experience
- Project management skills to manage application upgrades, migrations, and new implementations
- Have a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship- oriented through transparent and proactive communication
- Track record collaborating closely with service teams in an international organization
- Know how to enable and share a common customer-centric culture with the teams and apply common methods to drive excellence in the role or function.
Pay Range:$159,300---$215,000
PVH currently provides base salary ranges for all positions-on job advertisements-in the United States based on local requirements. These ranges are based on what PVH reasonably believes that it will pay an associate for their base salary for said position at the time of the posting. Individual compensation will ultimately be determined based on a variety of relevant factors including but-not limited to qualifications, geographic location and other relevant skills. PVH is committed to providing a market-competitive total rewards package to eligible associates, which includes diverse and robust health and insurance benefits to meet the varied needs of our associates and an above-market 401(k) contribution to help our associates save for retirement. We also offer career growth opportunities, empowering our associates to design their future at PVH.
Additional Compensation: This role is bonus eligible. This role is equity eligible.
Your Wellbeing is Our Priority
At PVH, we offer competitive, cost-effective, and comprehensive benefit packages. We strive to provide options when it comes to your health, finances, and work-life balance. This includes:
Pay & Insurance: Competitive pay, bonus programs, best in class medical insurance, vision insurance, dental insurance, life insurance, disability insurance, and more.
401(k): An above-market 401(k) contribution to help our eligible associates save for retirement.
Flexible Workplace: Generous company-paid holidays, paid time off, hybrid working arrangements, volunteer opportunities, seasonal hours, and flexible work schedules.
Wellbeing Support: A variety of wellbeing tools and programs such as, Headspace membership, reimbursement for fitness memberships and/or digital meditation subscriptions, and the opportunity to earn up to $200 a year in rewards for exercising and participating in healthy activities.
Care.com Services: Access to services for childcare, elder care, adoption preparation, pet care, plus reimbursement for backup care when your regular plans fall through.
Education Assistance: Receive support for continued education including tuition reimbursement.
Associate Discount: Shop at our company outlets and e-commerce sites at a discount.
Please note, eligibility depends on employment status, location and length of time employed with PVH and our benefits may be subject to change. Applications will be accepted on a rolling basis until the position is filled.
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.
To achieve these goals, across the United States and its territories, PVH prohibits any PVH employee, agent or representative from requesting or otherwise considering any job applicant’s current or prior wages, salary or other compensation information in connection with the hiring process. Accordingly, applicants are asked not to disclose this salary history information to PVH.
