Global Infrastructure and Application Management Services Director

Shaw Industries

23h•Hybrid

About The Position

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo and more. Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide. Shaw is seeking an Infrastructure and Application Management Services Director to oversee IT Services and Application Management Services (AMS). This role is responsible for directing the teams that deliver IT shared services across the global Shaw organization. This includes oversight of the IT Service Desk, International IT Support, and Application Managed Services (AMS) for large-scale platforms for Cloud enterprise systems and applications. The role will also manage third party service provider engagements and may hire contractors as needed to meet the company’s IT service demands. Reporting to the Vice President of IT User Experience, this position ensures that Shaw associates and facilities around the globe receive high-quality 24/7 IT service. This role will collaborate with Sr IT and business leaders—both domestic and international—to define IT service strategies that support business and digital objectives. These strategies are executed through direct and indirect reporting structures and are measurable by leveraging performance indicators aligned with IT and business service level agreements. This role emphasizes service excellence and user experience in alignment with Shaw’s IT strategy and The Shaw Way. It also includes mentoring and coaching associates who demonstrate leadership potential, passion, and sound judgment.

Requirements

Strong verbal and written communication skills across all organizational levels.
Proven ability to lead managers, set goals, and evaluate performance.
Customer service and user experience focus.
Strong problem-solving and troubleshooting capabilities.
Effective organizational and time management skills.
Experience managing budgets, vendor relationships, and invoice processing.
Goal-oriented with a strong drive to exceed expectations.
Ability to manage competing priorities in high-pressure environments.
Collaborative work style and strong interpersonal skills.
Demonstrates initiative, accountability, and integrity.
Embraces and promotes change in a dynamic environment.
Committed to ongoing training and development for self and team.
Manage corporate resources efficiently and cost-effectively.
Bachelor’s degree in IT/Computer Science, Business, Engineering or related field
8+ years in AMS and IT shared services leadership roles with proven experience in managing large-scale AMS engagements.
Strong understanding of ITIL processes and AMS operating models.
Experience in ticketing tools (e.g. Service Now/ADO) and SLA/KPI-driven delivery environments.
Proven experience in global service transformation.

Nice To Haves

Experience with industrial computing in manufacturing and distribution environments is a plus.
Experience in multi-technology AMS environments.
Familiarity with automation and AI-driven AMS solutions.
International business and travel experience preferred.
Experience with ServiceNow preferred.

Responsibilities

Provide strategic oversight and leadership for end user shared support services.
Lead the application managed services (AMS) program strategy
Foster a high-performance culture across vendor and internal teams.
Collaborate with business and IT leaders globally to align services with enterprise goals.
Lead strategic planning for technology refresh support, service innovation, and AI adoption for service delivery.
Provide direction for outsourced delivery of service desk and AMS operations.
Oversee capital planning and OPEX budgeting for end user services.
Direct service delivery improvements through KPIs, SLAs, and ITIL-aligned processes.
Drive continuous improvement and operational excellence across all service areas.
Lead transformation efforts for a global IT services model, including AMS programs
Lead adoption of service-related AI, automation, and digital workplace tools.
Champion user-centric service models and agile delivery practices.
Manage global relationships with key partners for service delivery engagements.
Oversee financial planning, budgeting, and cost optimization for shared services.
Oversee the engagement and ensure effectiveness of third-party Application Managed Services for key Shaw enterprise systems, such as Oracle Fusion, internal mainframe systems, packaged imaging system, pricing solutions, etc. ensuring SLA/KPI compliance and service quality.
Lead enterprise transformation efforts and provide strategic direction for global IT Service Desk 24x7 support.
Lead and support the International IT Support Manager and IT support personnel.
Drive transformation in IT service quality; implement continuous improvement to resolve service issues while focusing on cost optimization efforts.
Contribute to the development of strategic IT infrastructure and service direction.
Collaborate with business and IT leaders to assess service needs and ensure the IT Service organization is structured to meet them.
Monitor KPIs for the performance and efficiency of service areas and third-party service providers to ensure high standards are maintained.
Develop and manage capital and operating budgets for the IT service organization and AMS program.
Set, monitor, and communicate departmental goals.
Apply the Performance Experience (PX) model to manage team performance.
Hire, develop, and allocate staff to support business needs.
Negotiate contracts with vendors, consultants, and service providers.
Participate in cross-functional teams and committees as needed.