The Greenbrier Companies, Inc. Director of IT Support Services in Lake Oswego, Oregon
At Greenbrier, we do the hard work that matters. The Greenbrier Companies (NYSE: GBX) is a leading designer, manufacturer and supplier of freight rail and marine transportation equipment and services, powering the movement of products around the world. Greenbrier's innovation and engineering expertise pairs with our capacity to build and repair freight transportation equipment. This allows us to provide an unrivaled level of service to our customers across the Americas, Europe and countries of the Gulf Cooperation Council. Greenbrier also provides asset management services and a unique railcar leasing syndication platform that brings us into contact with the world's leading fixed asset investors.
Greenbrier's heritage of hard work and industrial innovation is celebrated at every level of our organization. We structure our business to support teams that deliver innovative solutions for our customers and positively impact the world around us.
The Director of IT Support Services leads the Application Support, Enterprise Systems, and Client Systems (end user devices) teams combining best of operational leadership and dedicated commitment focused on our internal customers. This leadership role is responsible for the development, implementation and evaluation of systems, process, and metrics to enhance the quality of support services for all internal Greenbrier business units and functions. This role reports directly to the CIO and is a member of the IT Leadership Team who contributes to the development of strategy, evaluation of technologies and automation frameworks.
Lead, develop, and mentor the, Application Support, Enterprise Systems, and Client Systems teams
Provide direction to technical engineering teams to improve customer experience
Facilitate communication with the business and IT to improve our services
Develop KPIs and metrics to determine and improve the delivery of services
Influence service levels with key vendors and cross-functional partners to balance efficiency and reliable execution
Develop strong relationships across the organization
Work closely with peers and other teams, including technical engineering teams, to define, evaluate, share, and implement best practices (ITSM, ITIL framework, KCS, etc.) to improve our services, foster automation, self-service, and lean governance
Understand and interact with related disciplines through committees to ensure the consistent application of policies and standards across all technology projects, systems, and services
Provide leadership to the extended IT teams and associated disciplines in the different geographic markets
Define standard and drive the implementation of IT Support communication across Greenbrier
Create a positive environment where team members feel ownership and value of their contribution.
Proven IT Leader who thrives in a dynamic environment, drives for results, takes initiative, and focuses on business outcome
Knowledge of common IT compliance frameworks (SOC, SOC I, SOC II)
Motivated, growth mindset, and out-side the box thinker
Innovative thinking and leadership with an ability to lead and motivate cross-functional, interdisciplinary teams
Demonstrated success at implementing and supporting enterprise systems in public companies
Advanced skills in defining, implementing, and managing key performance indicators for continuous improvements
Expert problem-solving skills, along with a demonstrated ability to outline and organize complex business processes into simplified steps and common language.
Experience with contract and vendor negotiations and management including managed services.
Excellent written and verbal communication skills and high level of personal integrity
Experience with Cloud computing/Elastic computing across virtualized environments.
Proven track record of continuous learning and development to stay current on practices
Experience with IT Operations, Network Operations or Security Operations Centers is not required, but would be a good foundation
Qualifications and Experience:
BA or BS in Business Information Systems, Computer Science, or equivalent experience in similar role
Minimum of five years working with ITSM / ITIL frameworks and tools.
Minimum of ten years managing teams providing support services at an enterprise level
Minimum five years managing contracts, and negotiating with vendors including technical service providers
Company: Greenbrier Leasing Company LLC
Functional Group: Information Technology