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IT Service Director

2 months ago

Carson, California, United States Dermalogica LLC Full time
Job Title: Associate Director of IT Service

About the Role:

The Associate Director of IT Service will be responsible for overseeing and managing IT services that support the company's operational and business needs in the United States and Canada. This role requires leadership in ensuring the reliability, efficiency, and continuous improvement of IT infrastructure and service delivery.

Key Responsibilities:

  • IT Service Management: Oversee and manage the delivery of IT services supporting business operations in the US and Canada. Develop and enforce IT policies, processes, and standards that ensure the stability, security, and scalability of Dermalogica's IT services.
  • Cloud Infrastructure & Management: Manage and oversee the company's cloud infrastructure, including Azure, AWS, and other cloud platforms. Implement and maintain best practices for cloud services, ensuring reliability, security, and cost-effectiveness.
  • Incident & Problem Management: Lead efforts to monitor, identify, and resolve technical issues across all Dermalogica systems in a timely manner. Enforce the incident and problem management processes based on ITIL best practices to reduce downtime and improve service performance.
  • Vendor Management: Collaborate with external IT service providers and vendors to manage service-level agreements (SLAs), contracts, and performance. Evaluate vendor solutions and negotiate contracts to ensure the most cost-effective and reliable services for Dermalogica.
  • IT Strategy & Planning: Work closely with the Director of IT Services to align IT service strategies with Dermalogica's business goals in the US and Canada. Participate in long-term IT planning and budgeting, contributing insights on infrastructure needs, technology investments, and service delivery improvements.
  • Compliance & Security: Ensure that all IT services and systems comply with company policies, data protection regulations (e.g., GDPR, CCPA), and security protocols. Regularly assess risks related to IT operations and implement proactive measures to mitigate them, ensuring business continuity.
  • Team Leadership & Development: Lead and mentor a team of IT professionals, fostering a culture of continuous improvement, collaboration, and accountability. Conduct performance reviews, provide feedback, and support the professional growth of team members.

Requirements:

  • Education: Bachelor's degree in information technology, Computer Science, or related field. ITIL certification preferred.
  • Experience: 5+ years of IT service management experience, preferably in a multi-regional or retail environment. Proven track record of managing IT operations in the US and Canada is a plus.
  • Technical Skills: Proficiency in IT infrastructure (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.
  • Leadership: Demonstrated experience in managing teams and vendors, and leading IT service delivery across multiple locations.
  • Communication: 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.
  • Problem-Solving: Strong analytical and troubleshooting skills with the ability to lead major incident response and resolution efforts.

Additional Requirements:

  • Ability to travel between the US and Canada as needed.
  • Flexibility to work outside regular hours to address urgent IT incidents or service needs.

Compensation: The expected base salary for this position is $150,000-$170,000. The exact base salary is determined by various factors including experience, skills, education, and budget. This role is eligible for participation in our company bonus plan, rewarding personal performance and company results.