Global Tech Services Manager

Ashley Furniture Industries

About The Position

The Global Tech Services Manager plans, coordinates, directs, and executes IT-related activities aligned with IT department and business function priorities. This position provides administrative direction and support for daily operational activities within their area of direct responsibility. The Global Tech Services Manager works closely with IT Leadership and Functional Management across departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. This role executes in accordance with IT policies, procedures, and best practices, while contributing to the strategic development of their responsible area.

Requirements

Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field required
Minimum of 5-7 years of progressive experience in Information Technology
2+ years of experience in a leadership, supervisory, or project management role
Experience managing IT operations, infrastructure, or application support teams
Proven track record of delivering IT projects on time and within budget
Strong understanding of IT service management (ITIL) principles and best practices
Excellent project management skills with ability to translate business needs into technical solutions
Financial acumen for business case development and budget management
Strong vendor management and negotiation skills
Exceptional communication skills with the ability to present complex technical information to non-technical stakeholders
Demonstrated ability to coach, mentor, and develop high-performing technical teams

Responsibilities

Plan, direct, and assure the timely completion of work to meet the long and short-term needs of the organization
Create and communicate clear definitions of work requirements, goals, and constraints (time, policy, cost, quality)
Analyze problems, formulate solutions, assign tasks to team members, and arrange required cross-functional assistance
Maintain and operate applications and/or infrastructure devices
Oversee the testing of computer production operational routines, procedures, methods, and documentation
Work with system users and the IT organization to resolve issues and restore systems efficiently to minimize business disruption
Contribute to the development of IT strategy within the area of responsibility
Proactively improve business processes and growth through technology enablement
Assist business stakeholders in developing business case documents that match business goals and follow financial approval processes
Break complex business challenges into iterative value delivery scenarios in collaboration with stakeholders
Understand geographic and functional business plans to manage IT projects that enable those plans globally
Accountable for the delivery of IT projects and programs, tracking actual vs. budget performance (time and money)
Drive alignment of strategic stakeholder objectives with IT solutions through effective requirements gathering
Execute communication strategy and standardized reporting processes
Regularly update steering committees, senior business/IT management, and project managers on process optimization, project statuses, and decisions
Protect company IT resources through strict adherence to security processes and policies
Train, communicate, and enforce security protocols; lead disaster recovery team initiatives
Research and report on the practical application of new technologies
Evaluate vendor proposals, make recommendations for equipment/software, and coordinate acquisitions with IT leadership
Coordinate and manage the work of employees to meet area goals; audit adherence to standard operating procedures
Make employment decisions regarding hiring, improvement plans, promotions, corrective actions, and pay adjustments
Manage employee performance through coaching, mentoring, and administering performance reviews
Recommend, plan, and implement employee training and skill development activities
Facilitate employee growth through weekly team meetings, 1-on-1s, and company-offered learning opportunities
Manage resources to optimize equipment, facilities, employees, methods, and materials