Head of Technology, US&C

Likewize - Southlake, TX

Full-time - Senior

Southlake, TX

Professional, Scientific, and Technical Services

About the position

Likewize is searching for Head of Technology, US&C to join our team at our global headquarters in Southlake, TX. In this role, you will have overall accountability for IT for the US & Canada, providing oversight of all IT needs to ensure high-quality service to customers, managing internal and external IT suppliers. This role requires technical experience in both application and infrastructure, project management acumen and excellent vendor management skills, with a service-oriented approach to IT.

Responsibilities

• Provides oversight for the operations and support of IT systems that fulfill the needs of the business, providing input to the business and IT leadership when expected.
• Leads the development of the operations aspects of the IT Service strategy and ensures its integration with the broader IT and enterprise strategic plans.
• Regular budget reviews, exception reporting, assisting with remediation plans as required.
• Ensure effective administration of the service level management and reporting processes.
• Produce agreed, timely, reliable, and accurate service reports for all IT services based on service targets documented in SLAs.
• Works with business operations teams to ensure good coordination of planned IT changes without impacting business processes, and ensure support coverage where needed.
• Builds and maintains relationships with other IT leaders to develop a clear understanding of business needs; ensures cost-effective delivery of IT services to meet those needs and can respond with agility to changing business priorities.
• Maintains currency on new technologies and service management practices and provides direction on what emerging IT operations technologies and methods should be introduced, integrated, and assimilated within IT Service Ops.
• Owns the IT side of the relationship with the customers. Ensures customer service expectation and SLAs are met, and all contractual and agreed reports are provided.
• Oversight for vendor and partner relationship management.
• Ensure effective administration of the supplier management process and that supplier performance and service targets are monitored and reviewed.
• Works with all other IT teams to ensure the core IT functions are reliable, stable, and efficient.
• Drive Application and Infrastructure problem management execution plans and continues improvements in both area.
• Assist with compliance reviews to ensure requests are closed out in a timely manner.
• Assist compliance team to represent IT during external audits.

Requirements

• Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience.
• Experience in effectively managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts.
• Demonstrated experience in establishing standard processes and managing performance to achieve key metrics.
• Preferably proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support.
• Attainment of relevant certifications and professional networking via involvement in industry groups.
• Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role.
• Exceptional leadership skills, with the ability to communicate a vision that inspires and motivates IT operations staff and aligns to the IT and business strategy.
• Excellent service management planning and execution skills.
• Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives.
• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts to IT Support teams.
• Leadership experience and capability within project execution and service delivery.
• Competent, customer-oriented professional who can multi-task and support multiple geographic locations concurrently.
• Business function knowledge.

Benefits

• Competitive compensation
• Market leading benefits
• Onsite amenities including covered parking, spacious break areas, onsite gym, cafeteria, and state of the art facilities.