Director, IT Platforms & End User Services

Leadership of Platforms & End User Services 

• Serve as a member of the IT Leadership Team, representing the function in strategic planning, portfolio decisions, and architecture and change governance forums 

• Own the strategy, performance, and outcomes of both functions, with direct reports leading each function’s delivery and operation 

• Engage consistently with all internal customers and business partners as legitimate customers based on business priority and need 

Strategic Accountability 

• Own the strategy, outcomes, and operating discipline of enterprise infrastructure, enterprise platform services, and enterprise backup and data protection across the multi-site footprint 

• Own the strategy and outcomes of End User Services, delivering a consistent and high-quality employee technology experience across SSF, SLC, Zurich, and the US Field workforce 

• Partnership in drive software asset management, licensing optimization, vendor performance, platform rationalization, and support operating models to maximize business value and cost efficiency 

• Responsible for tracking and reporting metrics to drive measurable improvement over time 

IT Service Management & Operational Discipline 

• Mature ITIL-aligned service management across the function, including incident, problem, and service level disciplines, with monitoring governance 

• Lead a single, unified Change Advisory Board (CAB) process integrating IT, SOX, and GxP change control 

• Institutionalize Quarterly Service Reviews (QSRs) as the forum for service health, SLA tracking, compliance, risk, and continuous improvement across all service domains 

• Lead disaster recovery and business continuity strategy and execution, including RTO and RPO commitments and recovery validation 

Cross-Functional Governance 

• Engage substantively with Architecture on platform target state, technology standards, and decisions of architectural significance ensuring operation within architectural standards and contribution of operational experience back into architectural decisions 

• Work with Cybersecurity on IAM, vulnerability management and patching, endpoint security, secure platform baselines, and operational execution of security controls across the function 

• Collaborate on regulated systems compliance for in-scope systems for SOX IT General Controls and GxP validation, qualification, and periodic review expectations 

Team Leadership 

• Lead and develop multidisciplinary teams, including full time Managers and individual contributors 

• Evolve both functions toward their modern operating models across subfunctions and locations with consistent service delivery quality. 

• Set clear expectations, performance standards, and accountability across subfunctions, leading through professional managerial clarity and consistency