Amazoncom Services LLC Hiring for Director, IT Services Job at Seattle, WA Full Time

• 10+ years of people leadership of large organizations
• Budget responsibility
• Proven experience leading managers of managers in different geographies

As the head the IT Services Helpdesk function, this leader will lead the people and operations strategy for a worldwide organization of 1000+ team members. The person in this role is responsible for delivering real-time IT support for Amazon employees in every corporate office, Customer Service center and virtual location around world. This role is responsible for managing service deliver for all channels of support including phone, chat, tickets and in-person support. This leader must collaborate across geographies and organizations including legal, trade, facilities, FinTech, eCommerce, Enterprise Engineering, AWS Security and AWS service team leadership. Further, this leader must respond to escalations from all level of leadership and lead the efforts to complete a thorough Correction of Error process.
The person in this role must excel at looking around corners in order to ensure that the IT organization is strategically ready to adjust to internal and external forces. Industry awareness and an ability to adapt strategic direction according to those factors are key to success in this role. Customer awareness and connections into the right mechanisms such as facilities processes is required to understand customer needs.
The leader in this role must be dedicated to exceeding Amazonian customer needs. This role operates strategically across a distributed customer base and balances competing business requirements. Thinking Big, invent and Simply, balanced with Frugality are Leadership Principles that must be demonstrated at a high level of proficiency to meet demands or negotiate alternatives in a frugal way. These negotiations with stakeholders may require translating technical requirements into the right operational plans and success measures. The scope of this role requires engagement to understand security audits, building infrastructure “Day 1” builds and maintenance, meetings and events delivery, and technology sourcing in addition to the primary day-to-day delivery of services.
The Key Performance Metric for this role are traditionally focused on operations metrics such as time to respond to customer issues (Service Level), wait times to provide assistant and operational efficiency of staff. Other key success metrics are customer satisfaction and potential productivity loss for employees associated with IT problems. The person in this role needs to look beyond the transactional and tactical to truly understand the Customer experience and drive improvements.
Key job responsibilities