7-Eleven Director, IT Support in Irving, Texas

Overview

Responsible for the design, transformation, and growth of all aspects of technology service and support functions. This leader will focus on the construction of key business and technology processes in the areas of: Productivity tools, IT Support, and Service Desk support . In addition to business process leadership, this role will be responsible for defining, executing and maturing a comprehensive strategy around 7-Eleven Modern workplace, reporting and predictive response.

Responsibilities

  • Provide direct oversight of Enterprise Services and Modern Workplace teams.

  • Establish related operational policies and procedures.

  • Identify, develop, and diagnose process improvement opportunities, and communicate policy among internal customers and other IT service teams.

  • Manage the teams responsible for Level 1/2 support for Store Systems, business systems and desktop support.

  • Lead the creation, implementation and delivery of an IT Services Catalog.

  • Define, monitor and manage related performance indicators (KPIs) and provide / report on KPI analysis for diverse audiences.

  • Proactively monitor and direct vendor service delivery per stated Service Level Agreements.

  • Act as primary interface to suppliers during problem management and change management events.

  • Perform all internal escalations and executive communications regarding system issues and service delays.

Qualifications

Education:

  • Bachelors/4 Yr Degree

Experience:

  • 10 years

  • Experience in building a modern workplace environment with state of the art productivity and collaboration tools in the cloud.

  • Experience with and knowledge of IT outsourcing activities in a managed services environment.

  • Proven ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.

  • Experience creating, managing and evolving service level agreements, operational level agreements, and key performance indicators.

Internal Posting Dates: 10/15 - 10-25

ID2018-50603

CategoryInformation Systems