Airgas, an Air Liquide company, is the leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of refrigerants, ammonia products, and process chemicals. Dedicated to improving the performance of its more than 1 million customers, Airgas safely and reliably provides products, services and expertise through its more than 20,000 associates, over 1,200 locations, robust e-Business platform, and Airgas Total Access telesales channel. As an Air Liquide company, the world leader in gases, technology and services for Industry and Health, Airgas offers customers an unrivaled global footprint and industry leading technology and innovations. For more information, please visit www.airgas.com.
Reporting to the Global Operations Services Director, the Operations Services Americas Hub Director heads up Operation Services within the Americas Hub, serving affiliates in 11 countries throughout the Americas. He/she leads the Hub IT Operation Services, including Cloud services and on premise data center services, and manages the relationship with third parties, including cloud suppliers and Managed Services Providers.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES include but are not limited to:
? Manages operations services (cloud & on-premise datacenter) provided through a mix of third party suppliers (cloud & MSP) & employees
? Develops, manages, & leads a team, promoting a customer-oriented mindset within the team
? Is accountable for the P&L of his/her service within the Americas Hub by monitoring expenses, any amortizations, & incoming revenue from affiliates for operations services received
? Adjusts the service catalog as required to meet internal customer demands as well as ensure appropriate management of expenses vis-a-vis revenue
? Directs his/her team to execute service & monitor service performance on a regular basis within the Hub
? Ensures demands (internal IT & business affiliate) are prioritized & that day-to-day work & projects are carried out accordingly
? Serves as an escalation point for major incidents within the Hub & is responsible for assessing & escalating to the Senior Director, Infrastructure & Operations, Americas as required
? Owns the business plan for deploying any new services or service enhancements
? Identifies & assesses opportunities for service innovation, service optimization & service enhancements within the Americas Hub
? Five to ten years of IT datacenter service management experience, in a large multinational company
? Skilled at operating within a matrixed environment & supporting a wide variety of business affiliate needs
? Experienced in deployment of public Cloud services
? Experienced in managing third party services providers, with blend of onshore, nearshore & offshore service provision
? Leadership, decisiveness & action
? Maturity, judgment, negotiation/influence skills, & analytical skills
? Able to think creatively & exploit opportunities
? Demonstrated track record of building & leading motivated, effective teams in the delivery of operations services using globally distributed workforce
? Strong knowledge of all ITSM run processes (demand, incident, request, change)
? Bachelor’s degree in Computer Science, Management Information Systems or other relevant area.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.