Director IT Global Client Services

The Opportunity: 

The Director Global Client Services leads Mattels Global Digital Workplace Experience providing strategic leadership for the technologies services and experiences that enable employees to work effectively across Mattels global environment. The portfolio spans end-user experience endpoint management and engineering digital employee experience corporate applications and adoption IT service management executive technology services audiovisual production collaboration experience and workplace technology.

The role is accountable for creating a secure reliable intuitive innovative and continually improving digital workplace. The Director leads the evolution of Global Client Services from traditional reactive support toward a proactive engineering-led and data-driven operating model that uses analytics telemetry automation AI and employee feedback to identify issues earlier improve service quality and create measurable improvements in the employee experience.

As a senior leader within Global Technology Operations (GTO) the Director serves as a key technology partner to executives and business leaders and acts as a senior face of GTO when infrastructure or operational issues impact the business. The role works across technology towers to coordinate resolution communicate business impact and status manage escalations and ensure that the employee and business perspective is represented in technology decisions.

The Director leads a hybrid global delivery model combining centralized engineering and operational capabilities with locally delivered high-touch executive and audiovisual services. The position also provides technology leadership for major Facilities initiatives and workplace transformations ensuring the physical and digital workplace come together as a consistent employee experience.

What Your Impact Will Be: 

• Define and execute the global Digital Workplace Experience strategy establishing roadmaps standards governance service priorities and measurable outcomes aligned with Mattels business and technology objectives.
• Lead develop and provide strategic direction to global teams responsible for endpoint management and engineering digital employee experience corporate software and adoption IT service management executive technology support and audiovisual services.
• Drive the transformation of EUX from a reactive support model to a proactive engineering-led organization focused on reliability automation analytics continuous improvement and measurable employee experience.
• Provide strategic oversight for global endpoint lifecycle and engineering across Windows macOS and mobile environments including provisioning software deployment patching compliance hardware standards device management and advanced technical escalation capabilities.
• Lead Digital Employee Experience capabilities that use telemetry analytics proactive monitoring automation and AI to identify technology friction improve self-service reduce incidents and continuously improve employee productivity and satisfaction.
• Oversee employee-facing corporate software support administration governance adoption and enablement ensuring new and changing technologies are introduced with appropriate readiness communications training and user engagement.
• Provide employee-experience leadership across enterprise collaboration technologies partnering with Infrastructure & Operations on platform changes service health incident analysis rollout readiness communications and experience validation.
• Provide strategic leadership for ServiceNow and IT service-management capabilities driving process maturity workflow automation application integration service visibility operational reporting and continuous improvement.
• Ensure exceptional responsive discreet and proactive technology services for Mattels CEO Executive Office C-suite senior executives and their administrative teams including support for critical meetings travel board activities presentations and executive events.
• Provide leadership for audiovisual production global conference-room technology digital signage livestreaming and high-visibility events including town halls customer and product showcases licensing events media events and other executive or business-critical productions.
• Partner with business organizations to identify innovative ways technology and digital experiences can support employee communications showcase Mattel products engage customers and enable important business experiences.
• Serve as the senior GTO technology representative for Facilities initiatives office moves renovations rebuilds and workplace transformations coordinating technology requirements across infrastructure AV collaboration endpoints and employee services.
• Act as a senior face of GTO for Infrastructure & Operations escalations affecting employees or business operations. Partner directly with executives and business leaders translate technical issues into business impact coordinate resources across technology teams provide clear communications and drive issues through resolution.
• Build trusted partnerships across Infrastructure & Operations Cybersecurity Applications Facilities Communications and business functions to ensure technology services operate as an integrated end-to-end digital workplace experience rather than independent technology towers.
• Lead global operating-model transformation including insourcing and outsourcing strategy service transitions organizational design workforce planning knowledge transfer governance and development of sustainable internal engineering capabilities.
• Establish and monitor meaningful KPIs and experience measures across service performance reliability employee satisfaction adoption operational efficiency automation and continuous improvement.
• Manage strategic vendor relationships resource planning budgets and technology investments to ensure services remain scalable cost effective supportable and aligned with future business requirements.
• Develop leaders and high-performing teams with a culture of ownership accountability innovation collaboration service excellence and continuous improvement.

Qualifications :

What Were Looking For: 

• Significant progressive leadership experience in enterprise technology infrastructure digital workplace end-user experience end-user computing or related disciplines with experience operating at a Director or comparable senior leadership level.
• Demonstrated success leading large diverse and geographically distributed technology organizations encompassing both engineering and service-delivery functions.
• Strong understanding of modern endpoint management and engineering digital employee experience enterprise collaboration IT service management automation AI and employee-facing technology ecosystems.
• Demonstrated ability to provide technical direction and challenge engineering teams without requiring hands-on administration expertise across every technology within the portfolio.
• Experience developing technology strategy roadmaps operating models standards governance service metrics and continuous-improvement programs at enterprise scale.
• Experience leading organizational transformations managed-service transitions insourcing initiatives workforce changes or other complex global operating-model transformations.
• Demonstrated experience supporting senior executives and successfully leading through high-visibility business-critical technology incidents and escalations.
• Strong executive presence with excellent communication stakeholder-management relationship-management and influencing skills.
• Ability to translate complex technical issues into clear business impact and translate business needs into actionable technology priorities.
• Experience partnering with Facilities and business teams on workplace technology office moves renovations new offices or other major physical workplace initiatives.
• Strong vendor management financial man agement workforce planning resource management and organizational leadership capabilities.
• Ability to lead effectively through ambiguity organizational change competing priorities and complex global environments.

Success in This Role Looks Like

• Mattel employees experience a reliable secure intuitive and continually improving Global Digital Workplace regardless of device location or work environment.
• Global Client Services operates as a proactive engineering-led organization with clear accountability strong automation actionable experience insights and reduced dependence on reactive support.
• Endpoint collaboration application ITSM executive audiovisual and workplace technology capabilities operate as an integrated employee experience with clear ownership and effective cross-functional partnerships.
• Technology issues affecting employees are identified earlier business impact is understood quickly and escalations are coordinated effectively across GTO through resolution.
• Executives and business leaders view Global Client Services as a trusted responsive technology partner that understands both business priorities and technology operations.
• Executive and high-visibility business experiences are supported with exceptional reliability responsiveness discretion and attention to detail.
• Global operating-model and insourcing initiatives achieve service continuity knowledge retention clear accountability and sustainable internally owned capabilities.
• Major workplace transformations and Facilities initiatives deliver technology environments that are ready for employees and support business continuity from day one.
• Digital experience analytics automation AI and proactive monitoring produce measurable improvements in employee experience operational efficiency and service quality.
• Teams operate with strong leadership clear accountability collaboration career development and a culture centered on ownership innovation service and continuous improvement.

Additional Information :

Dont meet every single requirement At Mattel we are dedicated to an inclusive workplace and a culture of belonging. If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we still encourage you to apply. You may be just the right candidate for this or other roles. Join Mattels Talent Community and start receiving exciting updates about our company our employees and our culture. Also interested in signing up for job alerts Do so here!

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
This role is an in-office role Monday-Thursday and work from home on Fridays. We embrace a flexible work model designed to empower a culture of growth optimism and wellbeing where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands including Barbie Hot Wheels Fisher-Price American Girl Thomas & Friends UNO Masters of the Universe Matchbox Monster High MEGA and Polly Pocket as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys content consumer products digital and live experiences. Our products are sold in collaboration with the worlds leading retail and ecommerce companies. Since its founding in 1945 Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattels award-winning workplace culture has been recognized by Forbes Fast Company Newsweek Great Place to Work TIME and more.

Visit us at  of recruiting scams: Mattel will only contact you through official @ or @ email addresses and will never ask for payment or sensitive personal information during the hiring process.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers and all applicants will receive consideration for employment without regard to race ethnicity color national origin religion sex gender gender identity or expression sexual orientation veteran and protected veteran status disability status and or any other basis protected by applicable federal state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act qualified applicants with arrest or conviction records will be considered for employment.

The pay range for this position is between $xx and $xx annual per hour. The pay range is indicative of projected hiring range however base pay will be determined based on a candidates work location skills and experience. Mattel offers competitive total pay programs comprehensive benefits and resources to help empower a culture where every employee can reach their full potential. 
 

Videos to watch:
The Culture at Mattel
Corporate Philanthropy

Remote Work :

No

Employment Type :

Full-time