VP, IT Operations & Service Management

VP, IT Operations & Service Management

What You Will Do:

Leadership & Strategy

• Own the vision, strategy and multi-year roadmap for IT Operations & Service Management, in alignment with global IT strategy and company growth drivers.
• Lead, align and develop the Application Managed Services, Infrastructure and Security Services, and Global Service Desk & Service Management organizations as one cohesive function.
• Provide visionary executive leadership, fostering a culture of inclusion, excellence, accountability, and innovation across all three pillars.
• Establish and communicate a clear vision for service excellence and operational resilience across the end-to-end technology estate.

Team & Organizational Leadership

• Recruit, mentor, coach and develop the Senior Director / Director leadership team and, through them, high performing teams globally.
• Define an effective operating model and delivery organization with clear roles & responsibilities connected to OKRs for each pillar and its partner teams.
• Foster a collaborative, inclusive and self-steering work environment where people are trusted, valued, and it’s a strength to learn from failure.
• Ensure consistent ways of working, governance and reporting across Application Managed Services, Infrastructure and Security Services, and Global Service Desk & Service Management.

Service Operations

• Oversee end-to-end service delivery across applications, infrastructure, security, and the global service desk to ensure customer satisfaction and operational efficiency.
• Own service management platform maturity (ServiceNow) holistically, setting up a multi-year roadmap aligned with service quality improvements and innovation.
• Define and monitor enterprise-wide KPIs and SLAs – including uptime, response and resolution times – and hold each pillar accountable to targets.
• Collaborate with relevant stakeholders to define the overall service portfolio roadmap, operational level agreements (OLAs) and a service level maturity path.
• Drive standardization of incident, problem and change management practices across application, infrastructure and service desk teams.
• Facilitate and drive alignment across the three pillars, conduct customer research, and work with key stakeholders across business and technology to develop a unified service strategy, vision and roadmap.

Budget and Resource Management

• Own and manage the overall Operations & Service Management budget, ensuring optimal resource allocation across all three pillars.
• Identify cost-savings opportunities while maintaining or improving service quality.
• Monitor and report on financial performance and opportunities to senior leadership.

Vendor and Partner Relationships

• Own the overall vendor and contract management strategy, negotiating and managing key contracts to ensure cost effectiveness, compliance, and quality.
• Collaborate with vendors, partners and third-party service providers to optimize service delivery across applications, infrastructure and service desk domains.
• Establish and maintain strong relationships with internal and external stakeholders, including senior Technology and business leadership.
• Provide periodic updates and reports on service operations to senior leadership.

What You will Bring:

• A minimum of 12-15 years of experience in IT operations, application management, infrastructure or service management, including significant experience leading other senior leaders.
• Proven experience leading large, multi-disciplinary global teams spanning application support, infrastructure & security operations, and service desk / service management functions.
• Strong strategic thinking and executive decision-making abilities, with a track record of setting and executing multi-year technology operations strategy.
• In-depth knowledge of service management best practices, ITIL processes and industry trends, including experience implementing IT Service Management platforms such as ServiceNow.
• Strong budget, vendor, and contract management experience at an organizational level.
• Track record collaborating closely with global service teams in an international organization
• Bachelor’s Degree in Arts/Sciences (BA/BS) (Required)
• Master’s degree in Arts/Sciences (MA/MS) (Preferred)
• Excellent executive communication and stakeholder management skills, able to influence senior business and technology leadership.
• Strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship-oriented through transparent and proactive communication.
• Knows how to enable and share a common, customer-centric culture across multiple teams and apply common methods to drive excellence across the function.

This position is not eligible for sponsorship

LI-BC10

LI-Hybrid

Pay Range: $230,000 - $280,000

PVH currently provides base salary ranges for all positions-on job advertisements-in the United States based on local requirements. These ranges are based on what PVH reasonably believes that it will pay an associate for their base salary for said position at the time of the posting. Individual compensation will ultimately be determined based on a variety of relevant factors including but-not limited to qualifications, geographic location and other relevant skills. PVH is committed to providing a market-competitive total rewards package to eligible associates, which includes diverse and robust health and insurance benefits to meet the varied needs of our associates and an above-market 401(k) contribution to help our associates save for retirement. We also offer career growth opportunities, empowering our associates to