VP, IT Operations & Service Management - PVH Corp.

About this role

About Us:

We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.       One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about Inclusion & Diversity at PVH here .

About the Role: PVH is on a mission to redefine the fashion industry by driving full digitization along the company's entire value chain, from product design all the way to the consumer. Technology plays a key role.

The Technology team aims to become the driving force in the organization for technology strategies & tools that enable the company's growth drivers and create ever-increasing value for the end-user; be it for the PVH organization, the employees, our customers or consumers.

The Vice President, IT Operations & Service Management, will set the strategy and direction for PVH's global IT operations and service management organization, leading three direct reports who each own a critical pillar of service delivery: Application Managed Services, Infrastructure and Security Services, and Global Service Desk & Service Management, including the ServiceNow platform.

This role will lead a senior leadership team – and, through them, a broader organization of internal associates and external partner teams distributed globally – to ensure efficient, resilient and high-quality service delivery across the PVH technology landscape.

The organization is structured in: • Application Managed Services, covering Retail & Warehouse, Commerce, Order Management & Consumer Engagement, Data & Analytics and ERP / Corporate domains.

• Infrastructure and Security Services, delivering Enterprise Operations Center capabilities across Cloud & Infrastructure, Network, Security Operations and Digital Workplace Support.

• Field Services for Corporate, Retail and Warehouses

• Global Service Desk & Service Management, covering Service Management product capabilities incl. IT Asset Management, and ownership of the ServiceNow platform.

This is a high impact, highly visible role that requires setting a multi-year vision and strategy for IT operations and service management, building strong executive relationships across Technology and the business, and ensuring the three pillars operate as one cohesive, customer-centric organization.

The ideal candidate has a strategic mindset, strong executive leadership skills, is data driven, has deep commitment to customer value, and knows what it takes to be a servant leader.

What You will Do:

Leadership & Strategy • Own the vision, strategy and multi-year roadmap for IT Operations & Service Management, in alignment with global IT strategy and company growth drivers.

• Lead, align and develop the Application Managed Services, Infrastructure and Security Services, and Global Service Desk & Service Management organizations as one cohesive function.

• Provide visionary executive leadership, fostering a culture of inclusion, excellence, accountability, and innovation across all three pillars.

• Establish and communicate a clear vision for service excellence and operational resilience across the end-to-end technology estate.

Team & Organizational Leadership • Recruit, mentor, coach and develop the Senior Director / Director leadership team and, through them, high performing teams globally.

• Define an effective operating model and delivery organization with clear roles & responsibilities connected to OKR’s for each pillar and its partner teams.

• Foster a collaborative, inclusive and self-steering work environment where people are trusted, valued, and it’s a strength to learn from failure.

• Ensure consistent ways of working, governance and reporting across Application Managed Services, Infrastructure and Security Services, and Global Service Desk & Service Management.

Service Operations • Oversee end-to-end service delivery across applications, infrastructure, security, and the global service desk to ensure customer satisfaction and operational efficiency.

• Own service management platform maturity (ServiceNow) holistically, setting up a multi-year roadmap aligned with service quality improvements and innovation.

• Define and monitor enterprise-wide KPIs and SLAs – including uptime, response and resolution times – and hold each pillar accountable to targets.

• Collaborate with relevant stakeholders to define the overall service portfolio roadmap, operational level agreements (OLAs) and a service level maturity path.

• Drive standardization of incident, problem and change management practices across application, infrastructure and service desk teams.

• Facilitate and drive alignment across the three pillars, conduct customer research, and work with key stakeholders across business and technology to develop a unified service strategy, vision and roadmap.

Budget and Resource Management • Own and manage the overall Operations & Service Management budget, ensuring optimal resource allocation across all three pillars.

• Identify cost-savings opportunities while maintaining or improving service quality.

• Monitor and report on financial performance and opportunities to senior leadership.

Vendor and Partner Relationships • Own the overall vendor and contract management strategy, negotiating and managing key contracts to ensure cost effectiveness, compliance, and quality.

• Collaborate with vendors, partners and third-party service providers to optimize service delivery across appli

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