MISSION / SUMMARY:
Reporting to the Senior Director, Global Infrastructure, Operations & Security, the Director for Global Infrastructure Operations & Service Management will be responsible for
Oversight of production operations delivery across multi-supplier service lines, across Global IT
Manage continuous improvement process of production operations service delivery
Single point of accountability across Global IT for the governance of critical Incident & Problem resolution
Provide the policies and processes across Global IT for production affecting Change Control and Configuration Management
Management of the leveraged team that provides the 7x24 support for the Central Help Desk, as well as oversight of any other regional, local or language specific GPI's IT Help Desks.
Structure the Help Desk to be an effective and efficient global mechanism by supporting transition to ITIL processes, reporting, metrics and communication while also providing help desk coverage.
Execute the plan for evolving the current GPI IT Help Desks towards best in class from a First Contact Resolution and Customer Satisfaction perspective.
Responsible for monitoring metrics and trending for actionable patterns including pushing knowledge base articles to the Global Help Desk to allow remote incident remediation where applicable
Drive process improvement to continually improve service and reduce costs
JOB FUNCTIONS: Job functions include but are not limited to the following.
Monitoring, assessment and demand forecasting of all facets of IT services and end-user computing such as file, print, and application services including storage, and backup, network services including voice, video, data, and mobile computing.
Collaborate with engineering management teams to ensure proper deployment and monitoring of new technologies and cloud enablement as GPI continues to evolve in that space
Extend current operations management governance model to a global footprint in partnership with other IT leaders in the organization.
Provide and review metrics to measure the effectiveness and efficiency of the Change Control process on a global basis
Ensure the most effective resources in Global IT are aligned in the restoration of Severity 1& 2 business services
Drive corrective action process & reporting for continuous improvement
Manage global outsourced providers and their performance supporting Infrastructure operations
Central point of consolidation for global IT infrastructure for quarterly operations performance reporting and analysis
Perform root cause analysis, future prevention / risk mitigation on critical incidents
Responsible for the delivery execution and adherence to the process for Global Incident and Problem Management Processes
Establish and maintain an effective, efficient and compliant global Change and Configuration Management policy and processes
Establish and maintain an effective notification and escalation process
Provide oversight of all the related policies, processes, procedures, and toolsets used to manage the overall Change and Configuration Management processes
Determine and manage an effective hierarchy of local, and global change control operational governance model
Ensure continuous process improvement provide training, awareness sessions, consultancy on process
Engage third level support and vendor system engineers as necessary to participate in problem response and root cause determination
Accurately assess business impact & create action plans for remediation of infrastructure related events
Proactively identify improvement opportunities and set direction for timely resolution - simplify infrastructure where ever possible
Work with the compliance team and vendors to ensure SOX evidence
BACKGROUND / EDUCATION/ EXPERIENCE:
Bachelor's degree in computer science or related field of study, or equivalent work experience
20+ years of experience in working across and in an IT Services organization
Strong knowledge of compliance and validation within an effective and secure desktop solution based on GPI's needs
5-7 years of experience in ITIL or like methodology of Change, Incident & Problem management
7-10 years of experience in managing a Global IT Service organization
Strong communication skills with the next level of leadership
Ability to work in a virtual team environment across global time zones
Ability to pull and analyze data for helping drive continual operational improvement
Experience in a manufacturing environment desired
Extensive knowledge of a heterogeneous IT environment including multi-vendors
At Graphic Packaging International (NYSE: GPK), we produce the box you may have poured your child's cereal from this morning, the microwaveable tray that heated your lunch, the paper cup that held your coffee throughout the day, and the carrier of those bottles of craft beer you may enjoy tonight! We're one of the largest manufacturers of paperboard and paper-based packaging for some of the world's most recognized brands of food, beverage, foodservice, household, personal care and pet care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.
With almost 18,000 employees working in more than 70 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry's best to reward the talented people who make our company successful.
If this sounds like something you would like to be a part of, we'd love to hear from you. Learn more about us at www.graphicpkg.com.
Inspired Packaging. A World of Difference.
Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the EEO is the Law Poster.