VP, IT Operations & Service Management - PVH Corp.
About The Position
PVH is on a mission to redefine the fashion industry by driving full digitization along the company's entire value chain, from product design all the way to the consumer. Technology plays a key role. The Technology team aims to become the driving force in the organization for technology strategies & tools that enable the company's growth drivers and create ever-increasing value for the end-user; be it for the PVH organization, the employees, our customers or consumers. The Vice President, IT Operations & Service Management, will set the strategy and direction for PVH's global IT operations and service management organization, leading three direct reports who each own a critical pillar of service delivery: Application Managed Services, Infrastructure and Security Services, and Global Service Desk & Service Management, including the ServiceNow platform. This role will lead a senior leadership team – and, through them, a broader organization of internal associates and external partner teams distributed globally – to ensure efficient, resilient and high-quality service delivery across the PVH technology landscape. The organization is structured in: Application Managed Services, covering Retail & Warehouse, Commerce, Order Management & Consumer Engagement, Data & Analytics and ERP / Corporate domains. Infrastructure and Security Services, delivering Enterprise Operations Center capabilities across Cloud & Infrastructure, Network, Security Operations and Digital Workplace Support. Field Services for Corporate, Retail and Warehouses Global Service Desk & Service Management, covering Service Management product capabilities incl. IT Asset Management, and ownership of the ServiceNow platform. This is a high impact, highly visible role that requires setting a multi-year vision and strategy for IT operations and service management, building strong executive relationships across Technology and the business, and ensuring the three pillars operate as one cohesive, customer-centric organization. The ideal candidate has a strategic mindset, strong executive leadership skills, is data driven, has deep commitment to customer value, and knows what it takes to be a servant leader.
Requirements
- A minimum of 12-15 years of experience in IT operations, application management, infrastructure or service management, including significant experience leading other senior leaders.
- Proven experience leading large, multi-disciplinary global teams spanning application support, infrastructure & security operations, and service desk / service management functions.
- Strong strategic thinking and executive decision-making abilities, with a track record of setting and executing multi-year technology operations strategy.
- In-depth knowledge of service management best practices, ITIL processes and industry trends, including experience implementing IT Service Management platforms such as ServiceNow.
- Strong budget, vendor, and contract management experience at an organizational level.
- Track record collaborating closely with global service teams in an international organization
- Bachelor’s Degree in Arts/Sciences (BA/BS) (Required)
- Excellent executive communication and stakeholder management skills, able to influence senior business and technology leadership.
- Strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship-oriented through transparent and proactive communication.
- Knows how to enable and share a common, customer-centric culture across multiple teams and apply common methods to drive excellence across the function.
Nice To Haves
- Master’s degree in Arts/Sciences (MA/MS) (Preferred )
Responsibilities
- Own the vision, strategy and multi-year roadmap for IT Operations & Service Management, in alignment with global IT strategy and company growth drivers.
- Lead, align and develop the Application Managed Services, Infrastructure and Security Services, and Global Service Desk & Service Management organizations as one cohesive function.
- Provide visionary executive leadership, fostering a culture of inclusion, excellence, accountability, and innovation across all three pillars.
- Establish and communicate a clear vision for service excellence and operational resilience across the end-to-end technology estate.
- Recruit, mentor, coach and develop the Senior Director / Director leadership team and, through them, high performing teams globally.
- Define an effective operating model and delivery organization with clear roles & responsibilities connected to OKR’s for each pillar and its partner teams.
- Foster a collaborative, inclusive and self-steering work environment where people are trusted, valued, and it’s a strength to learn from failure.
- Ensure consistent ways of working, governance and reporting across Application Managed Services, Infrastructure and Security Services, and Global Service Desk & Service Management.
- Oversee end-to-end service delivery across applications, infrastructure, security, and the global service desk to ensure customer satisfaction and operational efficiency.
- Own service management platform maturity (ServiceNow) holistically, setting up a multi-year roadmap aligned with service quality improvements and innovation.
- Define and monitor enterprise-wide KPIs and SLAs – including uptime, response and resolution times – and hold each pillar accountable to targets.
- Collaborate with relevant stakeholders to define the overall service portfolio roadmap, operational level agreements (OLAs) and a service level maturity path.
- Drive standardization of incident, problem and change management practices across application, infrastructure and service desk teams.
- Facilitate and drive alignment across the three pillars, conduct customer research, and work with key stakeholders across business and technology to develop a unified service strategy, vision and roadmap.
- Own and manage the overall Operations & Service Management budget, ensuring optimal resource allocation across all three pillars.
- Identify cost-savings opportunities while maintaining or improving service quality.
- Monitor and report on financial performance and opportunities to senior leadership.
- Own the overall vendor and contract management strategy, negotiating and managing key contracts to ensure cost effectiveness, compliance, and quality.
- Collaborate with vendors, partners and third-party service providers to optimize service delivery across applications, infrastructure and service desk domains.
- Establish and maintain strong relationships with internal and external stakeholders, including senior Technology and business leadership.
- Provide periodic updates and reports on service operations to senior leadership.
Benefits
- Competitive pay
- bonus programs
- best in class medical insurance
- vision insurance
- dental insurance
- life insurance
- disability insurance
- An above-market 401(k) contribution
- Generous company-paid holidays
- paid time off
- hybrid working arrangements
- volunteer opportunities
- seasonal hours
- flexible work schedules
- Headspace membership
- reimbursement for fitness memberships and/or digital meditation subscriptions
- the opportunity to earn up to $200 a year in rewards for exercising and participating in healthy activities.
- Access to services for childcare, elder care, adoption preparation, pet care, plus reimbursement for backup care when your regular plans fall through.
- support for continued education including tuition reimbursement.
- Shop at our company outlets and e-commerce sites at a discount.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
