Director IT - Global Client Services

CREATIVITY IS OUR SUPERPOWER.  It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers. The Opportunity:  The Director, Global Client Services leads Mattel’s Global Digital Workplace Experience, providing strategic leadership for the technologies, services, and experiences that enable employees to work effectively across Mattel’s global environment. The portfolio spans end-user experience, endpoint management and engineering, digital employee experience, corporate applications and adoption, IT service management, executive technology services, audiovisual production, collaboration experience, and workplace technology. The role is accountable for creating a secure, reliable, intuitive, innovative, and continually improving digital workplace. The Director leads the evolution of Global Client Services from traditional reactive support toward a proactive, engineering-led and data-driven operating model that uses analytics, telemetry, automation, AI, and employee feedback to identify issues earlier, improve service quality, and create measurable improvements in the employee experience. As a senior leader within Global Technology Operations (GTO), the Director serves as a key technology partner to executives and business leaders and acts as a senior face of GTO when infrastructure or operational issues impact the business. The role works across technology towers to coordinate resolution, communicate business impact and status, manage escalations, and ensure that the employee and business perspective is represented in technology decisions. The Director leads a hybrid global delivery model combining centralized engineering and operational capabilities with locally delivered, high-touch executive and audiovisual services. The position also provides technology leadership for major Facilities initiatives and workplace transformations, ensuring the physical and digital workplace come together as a consistent employee experience. What Your Impact Will Be:  Define and execute the global Digital Workplace Experience strategy, establishing roadmaps, standards, governance, service priorities, and measurable outcomes aligned with Mattel’s business and technology objectives. Lead, develop, and provide strategic direction to global teams responsible for endpoint management and engineering, digital employee experience, corporate software and adoption, IT service management, executive technology support, and audiovisual services. Drive the transformation of EUX from a reactive support model to a proactive, engineering-led organization focused on reliability, automation, analytics, continuous improvement, and measurable employee experience. Provide strategic oversight for global endpoint lifecycle and engineering across Windows, macOS, and mobile environments, including provisioning, software deployment, patching, compliance, hardware standards, device management, and advanced technical escalation capabilities. Lead Digital Employee Experience capabilities that use telemetry, analytics, proactive monitoring, automation, and AI to identify technology friction, improve self-service, reduce incidents, and continuously improve employee productivity and satisfaction. Oversee employee-facing corporate software support, administration, governance, adoption, and enablement, ensuring new and changing technologies are introduced with appropriate readiness, communications, training, and user engagement. Provide employee-experience leadership across enterprise collaboration technologies, partnering with Infrastructure & Operations on platform changes, service health, incident analysis, rollout readiness, communications, and experience validation. Provide strategic leadership for ServiceNow and IT service-management capabilities, driving process maturity, workflow automation, application integration, service visibility, operational reporting, and continuous improvement. Ensure exceptional, responsive, discreet, and proactive technology services for Mattel’s CEO, Executive Office, C-suite, senior executives, and their administrative teams, including support for critical meetings, travel, board activities, presentations, and executive events. Provide leadership for audiovisual production, global conference-room technology, digital signage, livestreaming, and high-visibility events including town halls, customer and product showcases, licensing events, media events, and other executive or business-critical productions. Partner with business organizations to identify innovative ways technology and digital experiences can support employee communications, showcase Mattel products, engage customers, and enable important business experiences. Serve as the senior GTO technology representative for Facilities initiatives, office moves, renovations, rebuilds, and workplace transformations, coordinating technology requirements across infrastructure, AV, collaboration, endpoints, and employee services. Act as a senior face of GTO for Infrastructure & Operations escalations affecting employees or business operations. Partner directly with executives and business leaders, translate technical issues into business impact, coordinate resources across technology teams, provide clear communications, and drive issues through resolution. Build trusted partnerships across Infrastructure & Operations, Cybersecurity, Applications, Facilities, Communications, and business functions to ensure technology services operate as an integrated end-to-end digital workplace