Director IT - Global Client Services

Mattel•El Segundo, CA

5d•Hybrid

About The Position

The Director, Global Client Services leads Mattel’s Global Digital Workplace Experience, providing strategic leadership for the technologies, services, and experiences that enable employees to work effectively across Mattel’s global environment. The portfolio spans end-user experience, endpoint management and engineering, digital employee experience, corporate applications and adoption, IT service management, executive technology services, audiovisual production, collaboration experience, and workplace technology. The role is accountable for creating a secure, reliable, intuitive, innovative, and continually improving digital workplace. The Director leads the evolution of Global Client Services from traditional reactive support toward a proactive, engineering-led and data-driven operating model that uses analytics, telemetry, automation, AI, and employee feedback to identify issues earlier, improve service quality, and create measurable improvements in the employee experience. As a senior leader within Global Technology Operations (GTO), the Director serves as a key technology partner to executives and business leaders and acts as a senior face of GTO when infrastructure or operational issues impact the business. The role works across technology towers to coordinate resolution, communicate business impact and status, manage escalations, and ensure that the employee and business perspective is represented in technology decisions. The Director leads a hybrid global delivery model combining centralized engineering and operational capabilities with locally delivered, high-touch executive and audiovisual services. The position also provides technology leadership for major Facilities initiatives and workplace transformations, ensuring the physical and digital workplace come together as a consistent employee experience.

Requirements

Significant progressive leadership experience in enterprise technology, infrastructure, digital workplace, end-user experience, end-user computing, or related disciplines, with experience operating at a Director or comparable senior leadership level.
Demonstrated success leading large, diverse, and geographically distributed technology organizations encompassing both engineering and service-delivery functions.
Strong understanding of modern endpoint management and engineering, digital employee experience, enterprise collaboration, IT service management, automation, AI, and employee-facing technology ecosystems.
Demonstrated ability to provide technical direction and challenge engineering teams without requiring hands-on administration expertise across every technology within the portfolio.
Experience developing technology strategy, roadmaps, operating models, standards, governance, service metrics, and continuous-improvement programs at enterprise scale.
Experience leading organizational transformations, managed-service transitions, insourcing initiatives, workforce changes, or other complex global operating-model transformations.
Demonstrated experience supporting senior executives and successfully leading through high-visibility, business-critical technology incidents and escalations.
Strong executive presence with excellent communication, stakeholder-management, relationship-management, and influencing skills.
Ability to translate complex technical issues into clear business impact and translate business needs into actionable technology priorities.
Experience partnering with Facilities and business teams on workplace technology, office moves, renovations, new offices, or other major physical workplace initiatives.
Strong vendor management, financial management, workforce planning, resource management, and organizational leadership capabilities.
Ability to lead effectively through ambiguity, organizational change, competing priorities, and complex global environments.

Nice To Haves

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Responsibilities

Define and execute the global Digital Workplace Experience strategy, establishing roadmaps, standards, governance, service priorities, and measurable outcomes aligned with Mattel’s business and technology objectives.
Lead, develop, and provide strategic direction to global teams responsible for endpoint management and engineering, digital employee experience, corporate software and adoption, IT service management, executive technology support, and audiovisual services.
Drive the transformation of EUX from a reactive support model to a proactive, engineering-led organization focused on reliability, automation, analytics, continuous improvement, and measurable employee experience.
Provide strategic oversight for global endpoint lifecycle and engineering across Windows, macOS, and mobile environments, including provisioning, software deployment, patching, compliance, hardware standards, device management, and advanced technical escalation capabilities.
Lead Digital Employee Experience capabilities that use telemetry, analytics, proactive monitoring, automation, and AI to identify technology friction, improve self-service, reduce incidents, and continuously improve employee productivity and satisfaction.
Oversee employee-facing corporate software support, administration, governance, adoption, and enablement, ensuring new and changing technologies are introduced with appropriate readiness, communications, training, and user engagement.
Provide employee-experience leadership across enterprise collaboration technologies, partnering with Infrastructure & Operations on platform changes, service health, incident analysis, rollout readiness, communications, and experience validation.
Provide strategic leadership for ServiceNow and IT service-management capabilities, driving process maturity, workflow automation, application integration, service visibility, operational reporting, and continuous improvement.
Ensure exceptional, responsive, discreet, and proactive technology services for Mattel’s CEO, Executive Office, C-suite, senior executives, and their administrative teams, including support for critical meetings, travel, board activities, presentations, and executive events.
Provide leadership for audiovisual production, global conference-room technology, digital signage, livestreaming, and high-visibility events including town halls, customer and product showcases, licensing events, media events, and other executive or business-critical productions.
Partner with business organizations to identify innovative ways technology and digital experiences can support employee communications, showcase Mattel products, engage customers, and enable important business experiences.
Serve as the senior GTO technology representative for Facilities initiatives, office moves, renovations, rebuilds, and workplace transformations, coordinating technology requirements across infrastructure, AV, collaboration, endpoints, and employee services.
Act as a senior face of GTO for Infrastructure & Operations escalations affecting employees or business operations. Partner directly with executives and business leaders, translate technical issues into business impact, coordinate resources across technology teams, provide clear communications, and drive issues through resolution.
Build trusted partnerships across Infrastructure & Operations, Cybersecurity, Applications, Facilities, Communications, and business functions to ensure technology services operate as an integrated end-to-end digital workplace experience rather than independent technology towers.
Lead global operating-model transformation, including insourcing and outsourcing strategy, service transitions, organizational design, workforce planning, knowledge transfer, governance, and development of sustainable internal engineering capabilities.
Establish and monitor meaningful KPIs and experience measures across service performance, reliability, employee satisfaction, adoption, operational efficiency, automation, and continuous improvement.
Manage strategic vendor relationships, resource planning, budgets, and technology investments to ensure services remain scalable, cost effective, supportable, and aligned with future business requirements.
Develop leaders and high-performing teams with a culture of ownership, accountability, innovation, collaboration, service excellence, and continuous improvement.