Director, Global IT Service Delivery & Operations - Remote Eligible

Director, Global It Service Delivery & Operations

This is a key IT leadership role within the Copeland Global IT Infrastructure Management Team. The role focuses on building strong relationships between IT and business stakeholders to deliver value and support Copeland's goals through effective IT infrastructure services. Key responsibilities include contributing to the global IT strategy, managing site services and endpoint solutions, ensuring standardized and secure infrastructure across regions, and acting as a communicator and ambassador for IT. Additionally, the role involves managing budgets, local IT staff, and leveraging centralized services to meet agreed service levels.

As the Director, Global IT Service Delivery & Operations, you will focus on:

Planning & Administration:

• Key contributor to the global IT Infrastructure Strategy along with the management team
• Annual IT Budget preparation, based on current expected and IT plans using standard processes as defined by Management; conduct appropriate budget/cost control and follow-up
• Follow and enforce Copeland IT policies and rules regarding IT management, security, standards, and procedures
• Own and coordinate IT Investment within the given DOA and the AR process

Site Services & Support:

• Act as a focal point for all IT issues (Infrastructure or Application) within the area and ensure engagement with the appropriate IT Group
• Agree SLAs with the Business and the Central IT Infrastructure Organizations/Services and ensure the level of service is achieved and reported on
• Ensure optimum support for end-users at all times within agreed service levels and act as the Owner/Escalation point for issue resolution between the Business and the IT Community
• Work closely with the Central IT Infrastructure Organization to ensure that the agreed strategy is implemented and that locations follow and control the implementation of HW, SW, and Telecommunication standards
• Ensure appropriate Application/Infrastructure security, performance, and availability (including site Disaster Recovery Planning)
• Ensure that relevant IT documentation is maintained and up to date and complies with all legal and security requirements

Service Desk:

• Stand up a global service desk to handle Tier 1 (Call Management) and Tier 2 (Triage/Quick Resolution) support covering all basic first line and in-depth technical support remotely
• Support ~8,500 End-users globally + 24x7 to support Americas, Europe, and Asia/MEA
• Support Major Incident Management (MIM)

Endpoint Management:

• Oversee full responsibility for the engineering, operational support, and security baseline compliance of all Endpoint services
• Ensure management of Endpoint related events, incidents, requests, access, and problems in an appropriate and effective manner
• Follow Major Incidents / Disaster Recovery procedures when required
• Operate secure and dependable Endpoint Services (including the interaction with Networks, Workforce productivity, Server, Copeland Security, and others)

Functional Team Management:

• Supervision and coordination of organization supporting Site Services, Service Desk, Endpoint Management, and Central Services
• Lead, motivate, and coach the IT support team, set and review objectives, and organize regular performance and improvement meetings with staff and management
• Where appropriate share resources and skills within and across Functions and Geographies
• Propose training requirements for IT employees to the actual IT needs
• Develop, coordinate/manage projects aimed at improving and/or reducing costs of the IT environment

Communication:

• Communicate IT strategy and plans to the business leaders and managers and act as the bridge between users and application/infrastructure implementation/support teams
• Establish good working relationships with country and local management, users, and other sources of support and assistance
• Attend management business team meetings to understand their plans and issues and communicate these back to the IT Community

Required education, experiences & skills:

• College/University degree in a related field or experience may be considered in lieu of formal education
• Minimum of 15 years' experience in IT / Leadership
• Previous experience within a matrix organization with direct people management.
• Previous experience in working with high-level management and executive leadership
• Previous experience in leading a team within a larger area, setting development objectives, providing guidance and coaching
• Previous experience in leading a remote team within an area
• Ability to travel up to 30% (global)

Preferred education, experiences & skills:

• Experience in IT Service Management (ServiceNow preferred)
• Experienced in managing multiple endpoint platforms (Microsoft, IOS, Android, MacOS)
• Experience managing 3rd party service providers (MSP)
• Experience in managing global IT operations and engineering
• Experienced in project management (Cora preferred)

Remote Work Arrangement: This role is fully remote. As a remote colleague, you may be required to travel to a Copeland site regularly to collaborate with your team or customers as needed. Copeland is committed to fostering a productive and connected culture, so you will have the opportunity to work with your team and leader to understand your team operating principles to collaborate effectively. Our training programs focus on end-to-end development, from onboarding through senior leadership. We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to compete and lead in a global economy. Our compensation philosophy is simple: we pay a competitive base salary, within the local market in which we operate, and reward performance during the annual merit review process. In accordance with Colorado EPEWA, the base salary range for this role is $150,000-$200,000 annually + applicable bonuses, commensurate with the skills, talent, capabilities, and experience each candidate brings to a role.

Our Commitment to Our People: Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally. Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave.

Our Commitment to Inclusion & Belonging: At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Work Authorization: Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer: Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: copeland.careers@copeland.com