Director of Enterprise IT Operations
Job Summary:
The Sr. Director of Enterprise IT Operations at iHerb provides leadership to a growing international team of IT personnel across a breadth of disciplines. iHerb operates 24/7 fulfillment and distribution warehouses in addition to typical corporate office sites. In addition our IT operations team’s support thousands of end-users
Job Expectations:
Working under the VP of Infrastructure and Information Technology, lead a breadth of IT teams/functions including Helpdesk/Desktop, Application Support, SaaSOps, IAM, ERP and Warehouse IT Operations.
Partner with peers in Cloud Infrastructure/DevOps and Security to deliver a secure and reliable global IT footprint
Partner with local warehouse operations Directors to understand and deliver on the unique IT requirements of large scale fulfillment and distribution hubs
Work with team leads and managers to identify actionable KPI’s to measure and improve on customer service, ticket closure rates and ticket SLA’s.
Act as the senior decision maker for IT in new infrastructure build-outs such as Warehouse and Corporate office
Control and optimize cost through budgeting, forecasting, negotiation, design review and forward looking projects.
Define the set of IT services and document them with Service Level Agreements (SLAs). Ensure response time commitments and resolution time objectives are met.
Set and socialize corporate IT standards and policies.
Own a variety of vendor and contractor relationships. Negotiate and optimize contracts as needed. Optimize procurement processes.
Contribute to committees (steering, change approval) that establish guidelines, set procedures and outline standards for company IT technologies and services as it pertains to each division and region.
The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.
Required Knowledge, Skills and Systems:
IT Service Desk and Service Management (ITSM/ITSD) - Jira Service Desk, Service Now
SOX and PCI Compliance
Fundamental knowledge of ERP (e.g SAP, Netsuite, etc) operations and development teams
Endpoint Management/Patching - Tanium, Automox, etc
Endpoint Detection and Response (EDR) - Crowdstrike, SentinelOne, etc
SSO - Okta, Ping Identity, Active Directory
IDM/IAM - User Access Review, Provisioning/Deprovisioning Best Practices
Additional Knowledge/Skills:
Networking - VPN, SDWAN, Cloud (direct connect, etc), Global WAN best practices
Robotic Process Automation (RPA) - e.g UIPath
Experience Requirements:
Generally Requires:
15+ years IT Management and End User support experience
10+ years Senior IT Management / Director-level experience
Education Requirements:
- Bachelor’s Degree in relevant field is a plus; in Computer Science Required
#LI-REMOTE #LI-MK2
Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to [email protected]. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.
We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 30,000 products, from over 1,200 brands direct to our customers in 185+ countries.
Our vision is to become the #1 destination for health and wellness across the world.
With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:
Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·
Embrace Diversity & Inclusion · Strive for Simplicity
iHerb Benefits
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for.
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.