Manager, Global Service Delivery

Description

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic®, Sealy® and Stearns & Foster®. We hire people who have a passion for helping others find their best night’s sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off
• Competitive Medical, Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $100,000-$142,000

The Global Service Delivery team provides 3 Tiers of service:

• Tier 1: responding to end user calls & emails; strives to increase first pass incident resolution
• Tier 2: managing and resolving incidents based on pre-defined SLAs and field work
• Tier 3: focus on projects and engineering work to enhance and improve end user technologies.

What You’ll Do (Essential Duties and Responsibilities):

• Ensures the GSD Team is meeting or exceeding SLAs for quality Incident resolution and constantly striving for improvements to the process and deploying technologies that reduce calls and increase user efficiencies.
• Leads their team of supervisors, individual contributors, and contractors to ensure that employees have adequate technical knowledge and training, resourcing and delegation are optimal, and resources are coached and mentored to achieve their best performance.
• Engineers and recommends direction for any recommended architecture changes, best practices, or enhancements over their technical area of responsibility.
• Oversees setup and configuration standards for corporate IT equipment including desktops, laptops, thin clients, mobile devices, cameras, faxing, printers, and all end user facing technologies.
• Leads, develops, and executes migration and life cycle management plans to leverage new capabilities and avoid obsolescence of the install base for PCs, printers, and shop floor devices.
• Supports the development and maintenance of Capex and Opex budgets within assigned area of accountability. Develops estimates and budgetary assumptions for major scale projects.
• Manages service issues and provides management timely updates on critical issues. Works closely with the ITIL Manager for creating RCAs and recommends changes where needed
• Transitions new services to the Global Service Desk, specifically ensuring the team members are trained and able to support existing/new IT services.
• Establishes and documents guidance’s and SOP’s to set direction and strategy and to have the appropriate standardized knowledge base.
• Maintains and applies current knowledge of information technology; keeps abreast of new and emerging technologies and helps determine if/how they can be used to add value to the business.
• Enforces necessary security standards in conjunction with the Security Team as they evolve.
• Interacts with Legal to ensure that global data privacy laws are met.
• Manages various vendor relationships as assigned and ensures license compliance.
• Other Duties As Assigned

Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Requirements

Basic Requirements:

• Related BA/BS degree and 5+ yrs. related experience OR related MS and 3+ yrs. related experience OR related PhD and 3+ yrs. related experience

Preferred Requirements:

• Skills and experience with the following technologies: Microsoft Operating Systems; Mac OS/IOS; Microsoft System Center (SCCM and SCOM), MS 365; Service Now Development, Service Now ITIL, SharePoint, Active Directory, Microsoft patching; Identity Management technologies, Audio/Video Conferencing; Mobile Device Management; managed print services; thin clients; printers; handhelds; cameras; PCS; desktops
• Seasoned people leader with organizational and staff development skills.
• Recognized as an expert in their technologies within the organization – especially Microsoft technologies.
• Possesses excellent collaboration, interpersonal communication, and presentation skills.
• Takes ownership and accountability for their area.
• Possesses good business acumen and can apply to day-to-day situations.
• Interprets internal or external business issues and recommends solutions/best practices.
• Solves complex problems; takes a broad perspective to identify solutions – thinks enterprise wide.
• Analytical and data driven with the ability to recommend options to improve technology efficiencies.