Senior Director, Global Application Managed Services

Senior Director, Global Application Managed ServicesThe 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'sCommerce, Order Management and Consumer EngagementData & Analytics, Integration and Global BrandsERP, Corporate, Enterprise Planning & SupplyThis 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 & StrategyLead 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 ManagementRecruit, 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 OperationsMonitor 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 ManagementOwn 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 RelationshipsNegotiate 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 fieldA minimum of 10 years of experience in application service management and operations leadership supportStrong technical knowledge across various application platforms and technologiesDeep understanding of application management practices, including incident management, problem management, change management, and service level agreementsProven experience leading and managing technical teams in a service delivery environmentStrong strategic thinking and decision- making abilitiesExcellent 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 performanceBudget management experienceProject management skills to manage application upgrades, migrations, and new implementationsHave a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship- oriented through transparent and proactive communicationTrack record collaborating closely with service teams in an international organizationKnow 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