Director, Technical Enablement - Employee Experience

About the Role

In this role, you will work in a dynamic, high paced environment focused on ensuring that our employees' end-to-end technology needs are met quickly and efficiently by delivering service that is above and beyond our internal customer's expectations in our: headquarter, stores, regional offices, distribution centers and remote locations. Your goal is to enable and unlock our employees' work productivity by providing a consistently high level of service and customer satisfaction to the business. Responsibilities include managing a large staff of employees with complex or highly technical responsibilities, overseeing the daily operations of the teams, be the point of contact in operational issues that impact deadlines and deliverables, guide and advise business partners and team members. Must be flexible in supporting our employees on-site and remotely.

What You'll Do

• Responsible for quality of services and advisement in meeting business partner needs in device hardware and application support across all support channels

• Responsible for end results of team and shares responsibility over resources, budget and adherence to policies

• Build and develop strong cross functional partnerships. Manage expectations and drive to consensus

• Influence strategy for the team and establish clear goals and performance objectives that are aligned to team vision and strategic direction. Inspire and drive performance of the team. Measure performance against results.

• Build and develop a strong team aligned with GapTech values and competencies with consistent delivery of value to the business.

• Manage vendor agreements and day to day engagements and holding them accountable for outcomes

• Responsible for the development, monitoring, and analysis of service delivery metrics

Who You Are

• Excellent verbal, written and interpersonal communication skills with ability to present complex ideas in clear, concise fashion to technical and non technical groups; strong presentation skills necessary to inform and influence a wide range of audiences including senior business leaders.

• Assess relatively complex situations and analyze data to make judgements and to recommend and drive solutions

• Develop plans in collaboration with business partners to drive efficiency to business operations that optimize service and productivity and reduction of costs.

• Sound knowledge of concepts and procedures specific to own subject area and a basic understanding of the procedures in other relevant areas