Associate Director, Infrastructure End User Services

Associate Director, Infrastructure End User Services

Job Description

Join the team behind iconic brands like Huggies®, Kleenex®, Cottonelle®, Scott®, Kotex®, Poise®, Depend®, and Kimberly-Clark Professional®.  At Kimberly-Clark, it’s all here for you—innovation, growth, and the chance to make a real impact. 

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU. 

In this role you will:

• Define and execute the enduser services strategy aligned with digital workplace, infrastructure, and security roadmaps. 
• Establish global service standards, operating models, KPIs, and SLAs for enduser infrastructure services. 
• Ensure services meet experience, availability, performance, and compliance expectations across regions. 
• Own endtoend service delivery for enduser infrastructure services, including incident, problem, change, and service request management. 
• Lead operational reviews, root cause analysis, and corrective actions for highimpact or recurring service issues. 
• Ensure operational readiness for platform upgrades, service transitions, and enterprisewide initiatives. 
• Oversee services supporting enduser computing, workplace technologies, virtual desktop services, collaboration enablement, and executive/critical user support. 
• Partner with engineering and EUX teams to ensure smooth lifecycle management, standardization, and modernization of services. 
• Champion consistency, reliability, and usability across all enduser touchpoints. 
• Drive improvements in employee experience through service analytics, automation, selfservice, and proactive support models. 
• Leverage insights from incidents, feedback, and usage data to reduce friction and improve service outcomes. 
• Support adoption of AIenabled support and operational tooling where appropriate. 
• Lead strategic relationships with managed service providers, OEMs, and outsourcing partners delivering enduser services. 
• Ensure vendor performance, financial accountability, and continuous improvement. 
• Coordinate globally distributed providers to deliver a unified, followthesun support experience. 
• Lead, coach, and develop a globally distributed team of managers, service leads, and partners. 
• Act as a senior point of contact for enduser service performance, risks, and improvement initiatives. 
• Communicate service health, trends, and outcomes to senior leadership with clarity and transparency. 

 

About You

You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring.  You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.
 

In one of our professional roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center.

To succeed in this role, you will need the following qualifications:

Required Qualifications:

• 10+ years in IT In