Shaw Contract EMEA · 1 day ago
Global Infrastructure and Application Management Services Director
Dalton, GA
Full-time
Hybrid
Director/Executive
8+ years expShaw Industries Group, Inc. is a leader in flooring and other surface solutions. The Infrastructure and Application Management Services Director will oversee IT Services and Application Management Services, ensuring high-quality 24/7 IT service across the global organization and collaborating with business leaders to define IT service strategies.
Building Materials
Responsibilities
Provide strategic oversight and leadership for end user shared support services
Lead the application managed services (AMS) program strategy
Foster a high-performance culture across vendor and internal teams
Collaborate with business and IT leaders globally to align services with enterprise goals
Lead strategic planning for technology refresh support, service innovation, and AI adoption for service delivery
Provide direction for outsourced delivery of service desk and AMS operations
Oversee capital planning and OPEX budgeting for end user services
Direct service delivery improvements through KPIs, SLAs, and ITIL-aligned processes
Drive continuous improvement and operational excellence across all service areas
Lead transformation efforts for a global IT services model, including AMS programs
Lead adoption of service-related AI, automation, and digital workplace tools
Champion user-centric service models and agile delivery practices
Manage global relationships with key partners for service delivery engagements
Oversee financial planning, budgeting, and cost optimization for shared services
Oversee the engagement and ensure effectiveness of third-party Application Managed Services for key Shaw enterprise systems, such as Oracle Fusion, internal mainframe systems, packaged imaging system, pricing solutions, etc. ensuring SLA/KPI compliance and service quality
Lead enterprise transformation efforts and provide strategic direction for global IT Service Desk 24x7 support
Lead and support the International IT Support Manager and IT support personnel
Drive transformation in IT service quality; implement continuous improvement to resolve service issues while focusing on cost optimization efforts
Contribute to the development of strategic IT infrastructure and service direction
Collaborate with business and IT leaders to assess service needs and ensure the IT Service organization is structured to meet them
Monitor KPIs for the performance and efficiency of service areas and third-party service providers to ensure high standards are maintained
Develop and manage capital and operating budgets for the IT service organization and AMS program
Set, monitor, and communicate departmental goals
Apply the Performance Experience (PX) model to manage team performance
Hire, develop, and allocate staff to support business needs
Negotiate contracts with vendors, consultants, and service providers
Participate in cross-functional teams and committees as needed
Travel up to 15%
Qualification
Required
Bachelor's degree in IT/Computer Science, Business, Engineering or related field
8+ years in AMS and IT shared services leadership roles with proven experience in managing large-scale AMS engagements
Strong understanding of ITIL processes and AMS operating models
Experience in ticketing tools (e.g. Service Now/ADO) and SLA/KPI-driven delivery environments
Proven experience in global service transformation
Strong verbal and written communication skills across all organizational levels
Proven ability to lead managers, set goals, and evaluate performance
Customer service and user experience focus
Strong problem-solving and troubleshooting capabilities
Effective organizational and time management skills
Experience managing budgets, vendor relationships, and invoice processing
Goal-oriented with a strong drive to exceed expectations
Ability to manage competing priorities in high-pressure environments
Collaborative work style and strong interpersonal skills
Demonstrates initiative, accountability, and integrity
Embraces and promotes change in a dynamic environment
Committed to ongoing training and development for self and team
Manage corporate resources efficiently and cost-effectively
Preferred
Experience with industrial computing in manufacturing and distribution environments is a plus
Experience in multi-technology AMS environments
Familiarity with automation and AI-driven AMS solutions
International business and travel experience preferred
Experience with ServiceNow preferred
Benefits
Relocation assistance may be available for qualified candidates.
Company
Shaw Contract EMEA
Shaw Contract believes innovative design inspires change. The way we live, work, think, create and heal - all made better by design.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase