Apply on Employer Site

REI · 1 day ago

Director, End User Shared Services

Seattle, WA

Full-time

Hybrid

Director/Executive

$161K/yr - $274K/yr

10+ years exp

REI Co-op is dedicated to discovering and celebrating better ways of working while promoting a love for the outdoors. They are seeking a Director of End User Shared Services to lead IT infrastructure services and business operations, ensuring the alignment of technology with business needs and driving operational efficiencies through innovative solutions, including AI integration.

ApparelConsumer GoodsE-CommerceFashionManufacturingOutdoorsRetailSporting GoodsSports

H1B Sponsor Likely

Responsibilities

Develops and updates multi-year plans for leveraging appropriate systems and resource strategies, (e.g. SaaS, IaaS, Paas, DaaS, in-house resourcing, and commercially-available-off-the-shelf products)

Champions the consolidation of systems and solutions with overlapping functionality

Evaluates and implements delivery models that provide efficient and effective infrastructure and operations responsibilities

Oversees IT operational governance for all application development, infrastructure, and IT support services, to include, but not be limited to, disaster recovery and business continuity planning, documentation, and readiness execution

Ensure the technology well-being of the organization by adhering to established strategies and technology and architectural standards

Develop, track and control, the End User and Shared Services annual operating and capital budget

Work with customers to ensure that services and service levels are aligned to business needs

Deliver against service level agreements or service level objectives

Identify and report on service quality & efficiency measures and initiate activities to pro-actively improve service quality and efficiency

Directs the delivery of support services through the Service Desk and service management program (WayPoint)

Lead architecture and capacity planning disciplines to ensure that End User and Shared Services develops and maintains capability and capacity to meet short, medium and long term business demand

Demonstrate a strategic mindset in leading the organization this role supports. Informally and formally benchmark End User and Shared Services against industry standards in support of REI goals and objectives

Proven ability to design and implement AI-driven solutions for service desk automation, predictive analytics, and intelligent self-service

Proactively address problems and incidents and ensure proper communication and escalation procedures are in place in support of end customers

Develops and maintains key performance indicators for computing performance, network performance, and internal and external service levels

Assists with the architecture planning and deployment of IT security measures in collaboration with Information Security

Ensure equipment and software operation adheres to applicable laws and regulations

Oversees the development, installation and configuration of vendor product tools and systems that promote collaboration within the Company, such as mobile devices, the employee portal or intranet, and instant messaging

Oversees purchasing of hardware and operating system software, and hardware and systems management

Leads cross-division collaboration to ensure coordination and integration of business needs and solutions

Conducts effective negotiations with major technology vendors and ensures contractual performance standards are met or exceeded

Develops professional relationships with internal and external peers, fostering these relationships through industry associations and providing education on how best to use division services to satisfy Company needs

Ensures that division programs, policies and procedures meet regulatory requirements and industry best practices

Works with all IT and Purchasing to ensure we have a robust Vendor Management and Negotiation Strategy

Qualification

IT Infrastructure ManagementIT Service ManagementAI-driven SolutionsITIL KnowledgeVendor ManagementCross-functional LeadershipBudget ManagementChange ManagementCollaboration SolutionsPerformance Metrics

Required

Bachelor's degree in computer science or business administration, or equivalent training and experience

10+ years of progressive information technology management and leadership experience with Infrastructure and Operations Domain expertise

10+ years information technology experience, including technology acquisition, applications development, infrastructure support, logistics and operations

Practical understanding and experience with Information Technology Infrastructure Library (ITIL) and Information Technology Services Management (ITSM)

Experience leading technology capital projects for large multi-unit organizations

Knowledge of retail, manufacturing and logistics and distribution processes

Insight and experience planning and delivering systems in the competitive marketplace

Ability to facilitate and develop IT and department strategic plans, business plans, portfolio programs and annual budgets

Champions and leads cross functional and department level business process improvement initiatives

Experience in leading cross functional and IT project portfolio and cross IT portfolio management

Ability to influence and facilitate IT senior level personnel through IT portfolio management, annual planning, and investment decisions

Ability to lead and direct highly-technical work teams to achieve superior performance

Ability to negotiate contracts and agreements with information technology product and service vendors and providers

Excellent understanding of release and change management techniques and methods

Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts

Creates a strong, mutually supportive work spirit and culture where people can do their best

Establishes trust and inspires others

Makes effective organization and people decisions in a manner consistent with REI's values and ethics

Delivers on commitments and holds others to same

Champions the organization and advocates solutions in the overall Company's best interest

Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities

Consolidates information from various sources including feedback from others to reach sound decisions

Considers the ultimate impact of decisions and actions on internal and external customers

Champions IT Vendor Management and Negotiation

Fosters change in company direction

Effectively plans and executes changes

Willing and able to work onsite in Issaquah, WA and/or Sumner, WA offices at least one day a week. May primarily work from home in Greater Seattle area aside from day in office

Preferred

Knowledge of retail, manufacturing and logistics and distribution processes

Benefits

Generous employee discount

Access to health benefits

A retirement savings plan

Accrued time off

Company

REI

Glassdoor3.7

At Recreational Equipment, Inc. (REI), we exist to inspire and enable life outside for everyone.

Founded in 1938

Kent, Washington, USA

10001+ employees

https://www.rei.com/

H1B Sponsorship

REI has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (3)

2024 (12)

2023 (12)

2022 (13)

2021 (18)

2020 (12)