Director, Infrastructure & Operations
SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.
The Director, Infrastructure & Operations – Service Delivery & Operations Services is part of SC Johnson’s IT organization and is responsible for managing and leading a global team of Architects, Engineers, Field technicians and Managed Service Providers. The team under the Director will support IT Operations and Service Desk globally across 150+ locations in 70+ countries, 30+ manufacturing plants, regional data centers, branch and sales offices. In addition, the Director will continuously operate and improve upon the IT services for SC Johnson’s operations around the world.
As the Director of Service Delivery and Operations, you will play a critical role in leading and managing the IT Services Delivery team and overseeing the day-to-day IT operations within the organization. You will be responsible for ensuring the efficient delivery of IT services, maintaining a high level of customer satisfaction, and optimizing operational processes. This role requires strong leadership, technical expertise, and a commitment to excellence in service delivery.
Essential Duties and Responsibilities:
Leadership and Team Management
- Provide strategic leadership to the Service Desk team and Operations team, fostering a culture of collaboration, innovation, and excellence.
- Recruit, train, mentor, and manage a high-performing team of IT professionals, setting clear performance expectations and goals.
- Conduct regular performance evaluations, provide constructive feedback, and promote professional development.
Service Desk Management:
- Oversee the Service Desk operations, ensuring timely resolution of IT support requests and incidents while maintaining high customer satisfaction.
- Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) for the Service Desk.
- Implement best practices for incident management, problem resolution, and service request fulfillment.
- Optimize IT operational processes, including change management, configuration management, and asset management, to enhance efficiency and reduce downtime.
- Collaborate with cross-functional teams to streamline workflows and implement automation where applicable.
- Maintain a customer-centric approach, proactively seeking feedback and continuously improving the quality of IT services.
- Develop and implement strategies to enhance end-user experience and service delivery.
- Stay up-to-date with industry trends and emerging technologies, assessing their potential for improving service desk and operational efficiency.
- Evaluate, select, and manage IT tools and solutions that support service desk and operations functions.
Budget and Resource Management
- Develop and manage the budget for the Service Desk and Operations teams, ensuring efficient allocation of resources.
- Identify cost-saving opportunities and manage vendor relationships effectively.
Security and Compliance
- Collaborate with the Information Security team to ensure compliance with IT security policies and standards.
- Implement security best practices within the Service Desk and Operations teams.
Required Skills / Experience / Competencies:
- Bachelor's degree in Information Technology, Computer Science, or a related field (Master's degree preferred)
- 10+ years of experience in IT service management, with at least 3 years in a leadership role
- Must have extensive, recent experience and exposure to ServiceNow
Preferred Skills / Experience / Competencies:
- ITIL certification or other relevant certifications
- Strong understanding of IT infrastructure, service desk operations, and ITIL framework
- Excellent leadership, communication, and interpersonal skills
- Proven ability to drive process improvements and operational excellence
- Experience managing budgets and vendor relationships
- Knowledge of IT security and compliance best practices
Exposure to the below tools would be preferred
- Enterprise Service Management: ServiceNow
- Deep technology process understanding and proven track record of driving effectiveness and efficiency
- Discovery and Service Mapping: ServiceNow, Firescope.
- Asset Management: SNOW ITAM and SAM.
- Infrastructure Monitoring: Azure Monitor, Datadog, SolarWinds, Splunk, DynaTrace.
- Application Monitoring: Dynatrace, AppDynamics, New Relic, AppEnsure.
- Analytics and Reporting: PowerBI, Tableau.
- Automation and Orchestration: Ansible, Teraform, Automation Anywhere.
- AIOps (Machine Learning/NLP): MoogSoft, BigPanda, Logic Monitor, BMC, Firescope
- Bots: ServiceAid, Wizeline, MS Bot
- Capacity Management
At SC Johnson, we strive to create a positive, inclusive and unique workplace. We strongly believe SCJ people are able to achieve their best when they can collaborate and work together in person.
Equal Opportunity Employer
The policy of the Company is to ensure equal opportunity for all qualified applicants and employees without regard to race, color, religion, gender, marital status, sexual orientation, national origin, ancestry, age, gender identity, gender expression, disability, citizenship, pregnancy, veteran status, membership in any active or reserve component of the U.S. or state military forces, genetic history or information or any other category protected by law.
If you are an individual with a disability and you need an accommodation or other assistance during the application process, please call our Human Resources department at 262-260-3343 or email your request to SCJHR@scj.com. All qualified applicants are encouraged to apply.