IT Service Operations Manager

3 days ago

Carson, California, United States Unilever Full time
Job Title: Associate Director, IT Service

Join Dermalogica, a Unilever Prestige Brand, as we continue to lead the professional skincare industry with distribution in over 90 countries. We are a dynamic and fast-paced company that encourages employees to be their best, bringing innovative solutions to reach the skincare professional and consumer.

About the Role

The Associate Director of IT Service will lead and manage IT service operations (ITIL) across the United States and Canada. This role is pivotal in delivering reliable and high-performing IT services to support Dermalogica's business operations.

Key Responsibilities
  • Lead and manage IT services to support business operations in the US and Canada, ensuring high availability and performance.
  • Develop and enforce IT policies, processes, and standards to ensure the stability, security, and scalability of Dermalogica's IT environment.
  • Manage internal and external support teams, ensuring seamless service delivery across desktop support, network administration, server management, and cloud services.
  • Ensure the availability, continuity, and security of IT services across multiple sites, including offices, retail locations, and distribution centers.
  • Oversee the management of Dermalogica's cloud infrastructure (e.g. Azure, AWS), ensuring robust, secure, and cost-effective solutions.
  • Lead cloud migration and integration efforts, driving continuous improvement and optimization of cloud-based services.
  • Monitor, identify, and resolve technical issues across all Dermalogica systems, reducing downtime and ensuring rapid incident response.
  • Serve as a key escalation point for critical incidents and service outages, providing clear communication and resolution strategies.
  • Partner with external IT vendors to manage contracts, service-level agreements (SLAs), and performance.
  • Negotiate and evaluate vendor solutions to ensure cost-effective and reliable services that align with business needs.
  • Collaborate with the Director of IT Services to align IT strategies with business objectives in the US and Canada.
  • Contribute to long-term IT planning and budgeting, providing insights on technology investments and service improvements.
  • Manage complex IT projects from concept through execution, ensuring timely delivery and successful implementation.
  • Ensure all IT services comply with company policies, data protection regulations (e.g., GDPR, CCPA), and security protocols.
  • Regularly assess IT risks and implement proactive measures to ensure business continuity.
  • Lead and mentor a team of IT professionals, fostering a culture of collaboration, continuous learning, and accountability.
  • Provide guidance, conduct performance reviews, and support the career growth of team members.
Requirements
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • ITIL certification preferred.
  • 5+ years in IT service management, ideally in a multi-regional or retail environment.
  • Proven track record of managing IT operations in the US and Canada is highly desirable.
  • Strong proficiency in IT infrastructure management (networking, server management) and end-user support.
  • Support experience with ERP systems and Microsoft technologies.
  • Ability to deploy and maintain automated agents for cloud-scale applications, providing monitoring of servers, databases, tools, and integration services.
  • Excellent verbal and written communication skills, with the ability to interact with all levels of the organization.
  • Experience in managing cross-functional stakeholders is essential.
  • Strong analytical mindset and troubleshooting skills with the ability to lead major incident response and resolution efforts.
What We Offer
  • Competitive Compensation
  • Medical, Dental, Vision Insurance
  • Paid Time Off
  • Monthly Product Allowances
  • Annual Fitness Reimbursement
  • 401(k) plus company matching
  • Life/Accident/Disability insurance
  • Wellness programs
  • Paid family leave
  • Domestic partner benefits
  • Education/training programs
  • Thrive in a hybrid work environment (3 days in office)

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