Global Infrastructure and Application Management Services Director

Job Title

Global Infrastructure and Application Management Services Director

Position Overview

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo and more. Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide.  

Shaw is seeking an Infrastructure and Application Management Services Director to oversee IT Services and Application Management Services (AMS).

This role is responsible for directing the teams that deliver IT shared services across the global Shaw organization. This includes oversight of the IT Service Desk, International IT Support, and Application Managed Services (AMS) for large-scale  platforms for Cloud enterprise systems and applications. The role will also manage third party service provider engagements and may hire contractors as needed to meet the company’s IT service demands.

Reporting to the Vice President of IT User Experience, this position ensures that Shaw associates and facilities around the globe receive high-quality 24/7 IT service.  This role will collaborate with Sr IT and business leaders—both domestic and international—to define IT service strategies that support business and digital objectives. These strategies are executed through direct and indirect reporting structures and are measurable by leveraging performance indicators aligned with IT and business service level agreements.

This role emphasizes service excellence and user experience in alignment with Shaw’s IT strategy and The Shaw Way. It also includes mentoring and coaching associates who demonstrate leadership potential, passion, and sound judgment.

Essential Duties and Responsibilities

Leadership & Strategy

• Provide strategic oversight and leadership for end user shared support services.

• Lead the application managed services (AMS) program strategy

• Foster a high-performance culture across vendor and internal teams.

• Collaborate with business and IT leaders globally to align services with enterprise goals.

• Lead strategic planning for technology refresh support, service innovation, and AI adoption for service delivery.

Operational Oversight

• Provide direction for outsourced delivery of service desk and AMS operations.

• Oversee capital planning and OPEX budgeting for end user services.

• Direct service delivery improvements through KPIs, SLAs, and ITIL-aligned processes.

• Drive continuous improvement and operational excellence across all service areas.

Innovation & Transformation

• Lead transformation efforts for a global IT services model, including AMS programs

• Lead adoption of service-related AI, automation, and digital workplace tools.

• Champion user-centric service models and agile delivery practices.

Vendor & Financial Management

• Manage global relationships with key partners for service delivery engagements.

• Oversee financial planning, budgeting, and cost optimization for shared services.

Primary Responsibilities:

• Oversee the engagement and ensure effectiveness of third-party Application Managed Services for key Shaw enterprise systems, such as Oracle Fusion, internal mainframe systems, packaged imaging system, pricing solutions, etc. ensuring SLA/KPI compliance and service quality.

• Lead enterprise transformation efforts and provide strategic direction for global IT Service Desk 24x7 support.

• Lead and support the International IT Support Manager and IT support personnel.

• Drive transformation in IT service quality; implement continuous improvement to resolve service issues while focusing on cost optimization efforts.

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