Director, End User & Shared Services

Posted Date: May-16-2019

Job ID: 14211

Job Type: Full Time

Job Function: Information Technology

City: Bellevue

State: Washington

Store: Eastgate Headquarters

What's cool about this job

This job is an enterprise wide, cross functional role leading IT End User and Shared Services across the co-op.  It contributes to REI’s success by delivering the IT services to our technology and end users across the REI co-op.  The role ensures the delivery of IT services to meet business demand by aligning the infrastructure and operations technology vision to deliver optimized business processes providing the appropriate foundation to satisfy the strategic objectives of REI.  

The Director of End User and Shared Services maintains, supports, and optimizes key functional areas including end user hardware, client software, service desk, service management, operations center (Command Center), and system/service monitoring. Under the Service Management program this role is a champion and execution of these practices in the organization including Incident Management, Change Management, Release Management, Problem Management, Event Management, Knowledge Management, Service Catalog Management, Service Level management, etc.   This role leads the Retail New stores processes along with project management of infrastructure projects across the enterprise.  Key aspects of the role include evaluating new and emerging technologies and services and identifying opportunities for increased operational efficiencies.  The role is responsible for identifying and measuring operational efficiencies, identifying and implementing LEAN techniques in their organization.  

Infrastructure Services:
  • Develops and updates multi-year plans for leveraging appropriate systems and resource strategies
  • Delivers the consolidation of systems and solutions with overlapping functionality
  • Evaluates and implements delivery models that provide efficient and effective infrastructure and operations responsibilities
  • Develops, tracks and controls the End User and Shared Services annual operating and capital budget
  • Directs the delivery of support services through the Service Desk, the Service Management Program including both the owner of processes including Incident Management, Change Management, Release Management, Event Management, Problem Management, Service Catalog, and Service Level Management
  • Develops and maintains key performance indicators for computing performance, network performance, and internal and external service levels
  • Ensures equipment and software operation adheres to applicable laws and regulations
  • Manages and sets priorities for the maintenance, development, and evaluation of all infrastructure system owned by End User and Shared Services
  • Directs services for the configuration and support of server hardware in support of end user computing
  • Conducts effective negotiations with major technology vendors and ensures contractual performance standards are met or exceeded
  • Ensures that division programs, policies and procedures meet regulatory requirements and industry best practices
  • Develops Enterprise IT Communications and ensure co-op is informed of IT Service changes in a manner that is clearly understood by a large business audience
  • Accountable for ensuring business cases, estimates, resource demand, project plans, issues, and risks have been identified for projects in the End user and Shared Services Portfolio 

Bring your passion and expertise

  • Bachelor’s degree in computer science or business administration, or equivalent training and experience
  • 10+ years of progressive information technology management and leadership experience with Infrastructure and Operations Domain expertise
  • 10+ years information technology experience, including technology acquisition, applications development, infrastructure support, logistics and operations
  • Practical understanding and experience with Information Technology Infrastructure Library (ITIL) and Information Technology Services Management (ITSM) 
  • Experience leading technology capital projects for large multi-unit organizations
  • Knowledge of retail, manufacturing and logistics and distribution processes 
  • Ability to facilitate and develop IT and department strategic plans, business plans, portfolio programs and annual budgets
  • Ability to lead and direct highly-technical work teams to achieve superior performance
  • Ability to negotiate contracts and agreements with information technology product and service vendors and providers
  • Excellent understanding of release and change management techniques and methods 
  • Willing and able to primarily work from Kent headquarters (shuttle from Bellevue office available)
  • Willing and able to work from new headquarters currently being built in Bellevue in the future (estimated move and completion in 2020)

At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 22 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 150 retail locations (and growing), REI offers unique competitive benefits to its more than 13,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.