{"id":1128993,"url":"https://alion.io/job/mattel-director-it-global-client-services","title":"Director IT - Global Client Services","company":{"id":13477,"name":"Mattel","domain":"mattel.com","url":"https://alion.io/company/mattel-inc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["El Segundo, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":192000,"max":235000,"currency":"USD","period":"year","gross":null,"usd_annual":235000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-09-22T15:20:21Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-28T22:08:05Z","board_verified":false,"closed_at":"2026-10-28T22:08:05Z","days_open":36,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":36},"description":"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.\n The Opportunity:\nThe 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.\nThe 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.\nAs 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.\nThe 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.\nWhat Your Impact Will Be:\nDefine 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.\nLead, 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.\nDrive 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.\nProvide 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.\nLead 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.\nOversee 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.\nProvide employee-experience leadership across enterprise collaboration technologies, partnering with Infrastructure & Operations on platform changes, service health, incident analysis, rollout readiness, communications, and experience validation.\nProvide strategic leadership for ServiceNow and IT service-management capabilities, driving process maturity, workflow automation, application integration, service visibility, operational reporting, and continuous improvement.\nEnsure 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.\nProvide 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.\nPartner 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.\nServe 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.\nAct 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.\nBuild 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 experience rather than independent technology towers.\nLead global operating-model transformation, including insourcing and outsourcing strategy, service transitions, organizational design, workforce planning, knowledge transfer, governance, and development of sustainable internal engineering capabilities.\nEstablish and monitor meaningful KPIs and experience measures across service performance, reliability, employee satisfaction, adoption, operational efficiency, automation, and continuous improvement.\nManage strategic vendor relationships, resource planning, budgets, and technology investments to ensure services remain scalable, cost effective, supportable, and aligned with future business requirements.\nDevelop leaders and high-performing teams with a culture of ownership, accountability, innovation, collaboration, service excellence, and continuous improvement.\n What We’re Looking For:\nSignificant progressive leadership experience in enterprise technology, infrastructure, digital workplace, end-user experience, end-user computing, or related disciplines, with experience operating at a Director or comparable senior leadership level.\nDemonstrated success leading large, diverse, and geographically distributed technology organizations encompassing both engineering and service-delivery functions.\nStrong understanding of modern endpoint management and engineering, digital employee experience, enterprise collaboration, IT service management, automation, AI, and employee-facing technology ecosystems.\nDemonstrated ability to provide technical direction and challenge engineering teams without requiring hands-on administration expertise across every technology within the portfolio.\nExperience developing technology strategy, roadmaps, operating models, standards, governance, service metrics, and continuous-improvement programs at enterprise scale.\nExperience leading organizational transformations, managed-service transitions, insourcing initiatives, workforce changes, or other complex global operating-model transformations.\nDemonstrated experience supporting senior executives and successfully leading through high-visibility, business-critical technology incidents and escalations.\nStrong executive presence with excellent communication, stakeholder-management, relationship-management, and influencing skills.\nAbility to translate complex technical issues into clear business impact and translate business needs into actionable technology priorities.\nExperience partnering with Facilities and business teams on workplace technology, office moves, renovations, new offices, or other major physical workplace initiatives.\nStrong vendor management, financial man agement, workforce planning, resource management, and organizational leadership capabilities.\nAbility to lead effectively through ambiguity, organizational change, competing priorities, and complex global environments.\nSuccess in This Role Looks Like\nMattel employees experience a reliable, secure, intuitive, and continually improving Global Digital Workplace regardless of device, location, or work environment.\nGlobal Client Services operates as a proactive, engineering-led organization with clear accountability, strong automation, actionable experience insights, and reduced dependence on reactive support.\nEndpoint, collaboration, application, ITSM, executive, audiovisual, and workplace technology capabilities operate as an integrated employee experience with clear ownership and effective cross-functional partnerships.\nTechnology issues affecting employees are identified earlier, business impact is understood quickly, and escalations are coordinated effectively across GTO through resolution.\nExecutives and business leaders view Global Client Services as a trusted, responsive technology partner that understands both business priorities and technology operations.\nExecutive and high-visibility business experiences are supported with exceptional reliability, responsiveness, discretion, and attention to detail.\nGlobal operating-model and insourcing initiatives achieve service continuity, knowledge retention, clear accountability, and sustainable internally owned capabilities.\nMajor workplace transformations and Facilities initiatives deliver technology environments that are ready for employees and support business continuity from day one.\nDigital experience analytics, automation, AI, and proactive monitoring produce measurable improvements in employee experience, operational efficiency, and service quality.\nTeams operate with strong leadership, clear accountability, collaboration, career development, and a culture centered on ownership, innovation, service, and continuous improvement.\n Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Join Mattel's Talent Community and start receiving exciting updates about our company, our employees, and our culture. Also, interested in signing up for job alerts? Do so here!\nHow We Work:\nWe are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:\nWe collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.\nWe innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.\nWe execute: We are a performance-dr...","description_format":"text","description_chars":14962,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Toys, Games & Puzzles"],"lifecycle":[{"event":"open","at":"2026-09-23T00:00:49Z"},{"event":"close","at":"2026-10-28T22:08:05Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":235000,"is_top_pay":false},"html_url":"https://alion.io/job/mattel-director-it-global-client-services","json_url":"https://alion.io/job/mattel-director-it-global-client-services.json","meta":{"generated_at":"2026-10-30T01:24:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1880,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13477},"rest":"https://alion.io/mcp/rest/get_company?id=13477"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmattel-director-it-global-client-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmattel-director-it-global-client-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmattel-director-it-global-client-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mattel-director-it-global-client-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmattel-director-it-global-client-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1128993}},{"tool":"search_jobs","arguments":{"company":"mattel.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1128993},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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