Director End User Services

1 month ago(12/20/2017 10:15 AM)




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The Director End User Services (EUS) is responsible for providing Endpoint engineering and support globally. This role is responsible for directing, coordinating, integrating and implementing technology across all global functions, supporting both short-term and long-term technology plans. This position will be required to provide tactical and strategic leadership achieving improved end user experience for Endpoint and Image Engineering, Print Services, Global Field Operations, Messaging and Collaboration platforms, and Mobility support.
The ideal candidate will possess a balance of meeting the tactical demands of today without compromising the strategic planning for the future, understanding the importance of people, process, and technology in that equation. He or she will be a strong advocate for effectively engaging and including staff and respective co-workers.


Required Knowledge/Skills/Abilities:  


  • Manage the overall operational, budgetary, and financial responsibilities of End User Services (Level 1 – Level 3 globally).
  • Manage and lead the Level 3 Endpoint Engineering teams of the End User Services support organization.
  • Manage and lead O365 Messaging and Collaboration services globally.
  • Direct responsibility for delivering strategies regarding emerging technology for End User Services into workable, supportable, and measurable solutions.
  • Provide expertise regarding technical capabilities and solution support to ensure high quality and successful client support for all clients.
  • Establish and maintain a multi-year roadmap aligned with the IT Strategic Imperatives, focused on improving the user experience.
  • Design and Communicate standards within IT organization to improve utilization of technology and desktop support delivery.
  • Set direction and establish standards for new technical capabilities relative to new projects and strategic initiatives as they become available to determine correct implementation and support models for intended target audience(s).
  • Ensure that the goals and objectives of the End User Services incident management processes are meeting established project timelines, service level agreements (SLA) and support operations are aligned with the overall IT strategy.
  • Provide operational leadership to ensure resources are allocated and directed appropriately to accomplish agreed-upon SLA’s, projects and priorities for companywide Tier 3 operations.
  • Collaborate with colleagues across all business functions to foster engagement and inclusion providing enterprise-wide solutions and improvements.
  • Foster a collaborative environment within the End User Services and general IT community, staying abreast of emerging trends and best practices across external market.
  • Promote a customer service focus within the End User Services team to perform at or above the service level agreements.
  • Provide transition services and knowledge management to other IT support teams.
  • Drive outstanding business results through the Global Career Framework, but not limited to, sourcing and selecting talent, coaching and development, workforce and project scheduling, performance assessment, and general talent planning.
  • Build organizational capability through continuous improvement activities; originate action to improve existing conditions and processes; identify improvement opportunities, generate ideas, and implement solutions.


Desirable Knowledge/Skills/Abilities:


  • Knowledge and experience in business, supervision, and management.
  • Knowledge of the functions, operation and mission of the IT department with an emphasis on End user’s experience.
  • Excellent written and spoken communication skills.
  • Outstanding interpersonal relationship building and employee coaching and development skills.
  • Leadership and management experience in a team-oriented workplace.
  • Demonstrated ability to lead and develop a department and its staff members.
  • Demonstrated Knowledge of basic economic, budgeting, and accounting principles and practices.
  • Demonstrated ability to serve as a knowledgeable resource to the organization management team providing Leadership and direction.
  • Prior experience leading or heavily influencing Service Desk and/or Infrastructure operations.
  • Excellent computer skills in a Microsoft Windows environment.
  • Must have a broad Knowledge of various technologies and their integration into an IT enterprise.
  • General Knowledge of various employment laws and practices and employee relations.
  • Evidence of the ability to practice a high Level of confidentiality.
  • Excellent organizational management skills.
  • Ability to work effectively across many global locations and cultures.
  • Individualize coaching to meet the needs of a very diverse staff.
  • Self-motivated requiring minimal supervision.
  • Demonstrated ability to work in a fast pace environment with many changes.
  • Effectively prioritize resources against workload demand.


Required Education:


  • Bachelor's Degree - Information Technology, Information Systems, Computer Science or Related Field



Application Methods:

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