Demand Planning Director responsible for ensuring product availability across retail and eCommerce for Sports Emotion. Leading demand planning team and optimizing inventory management processes.
About the role
- Director of Support leading teams responsible for Service Desk and IT Support. Overseeing operations, strategy, and team development at Beyond Finance.
Responsibilities
- Own and advance internal IT & Product support services, including service desk, endpoint support, access, software & hardware management.
- Develop and execute the support strategy aligned with company growth and organizational needs.
- Lead a team of high-performing support professionals providing mentorship and guidance in their day-to-day activities and career growth.
- Partner closely with Operations, Product, Engineering, Security, Cloud infrastructure teams to manage defects, enhancements, resolve incidents and prevent systemic issues.
- Implement structured feedback loops from support to product roadmaps.
- Own incident response, lead communication and coordination efforts during high-impact incidents as well as post-mortem conversations and corresponding action items.
- Ensure operational excellence, consistent service quality, tight SLA adherence, MTTD, MTTA and MTTR.
- Leverage data to analyze performance, identify trends and continuously improve service delivery.
- Develop & refine dashboards and alerts that provide real-time visibility into system health to optimize production up time.
- Drive adoption and optimization of ITSM processes and enhance user experience.
- Manage staffing, workforce planning, vendor and outsourced partners.
- Foster a culture of accountability, ownership and customer-first mindset.
- Drive automation, self-service and knowledge management strategies.
Requirements
- 8+ years of experience leading distributed teams in high-growth SaaS and API-first environments.
- Strong command of ITIL or similar frameworks with experience optimizing incident, change & problem management at scale.
- Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction.
- Proven experience implementing AI and/or automated solutions in IT Service Management.
- Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities.
- Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders.
- Strong technical proficiency such as but not limited to SQL, NQL, DDSQL,Powershell, Python, Terraform, Shell, Bash, API.
- Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces.
- Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink.
- Demonstrated success partnering with Security to enforce Zero Trust, SSO, MFA and endpoint compliance without impacting user productivity.
Benefits
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
Technical Director managing all technical operations for innovative productions at Komische Oper Berlin. Coordinating processes, budget planning, and construction oversight in a dynamic environment.
Associate Director leading scientific technology development for drug discovery at Johnson & Johnson. Focused on peptide and small molecule discovery, mentoring scientists, and delivering tools for informatics capabilities.
Lead a high - performing informatics team at Johnson & Johnson to develop scientific technologies in drug discovery. Shape discovery informatics capabilities and mentor junior scientists.
Director Quality Management optimizing value chains at Sunfire while leading a quality team to ensure product safety and compliance.
Director of Development overseeing comprehensive fundraising strategies and donor relations for Community Bible Study. Leading a team and cultivating donor relationships for global ministry support.
Director of Workplace Mental Health at CMHA BC implementing operational plans for workplace mental health and managing financial sustainability.
Technical Director overseeing the project’s Lead Programmer and external technical teams at Offworld Industries. Focused on technical vision, architecture, and team guidance for multiplayer game development.
Director of Hotel Maintenance managing refurbishment projects and teams at Royal Caribbean Group in Miami, Florida. Ensuring alignment with operational and safety standards for cruise line's hotel systems.
Director of HVAC - R responsible for compliance, leadership, and performance of HVAC - R systems. Managing strategic oversight for Royal Caribbean Group's cruise fleet's climate control systems.