Director IT - Global Client Services

Company 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.

Job Description

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 experience rather than independent technology towers.
- Lead 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.
- Establish and monitor meaningful KPIs and experience measures across service performance, reliability, employee satisfaction, adoption, operational efficiency, automation, and continuous improvement.
- Manage strategic vendor relationships, resource planning, budgets, and technology investments to ensure services remain scalable, cost effective, supportable, and aligned with future business requirements.
- Develop leaders and high-performing teams with a culture of ownership, accountability, innovation, collaboration, service excellence, and continuous improvement.

Qualifications

What We’re Looking For:

- Significant 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.
- Demonstrated success leading large, diverse, and geographically distributed technology organizations encompassing both engineering and service-delivery functions.
- Strong understanding of modern endpoint management and engineering, digital employee experience, enterprise collaboration, IT service management, automation, AI, and employee-facing technology ecosystems.
- Demonstrated ability to provide technical direction and challenge engineering teams without requiring hands-on administration expertise across every technology within the portfolio.
- Experience developing technology strategy, roadmaps, operating models, standards, governance, service metrics, and continuous-improvement programs at enterprise scale.
- Experience leading organizational transformations, managed-service transitions, insourcing initiatives, workforce changes, or other complex global operating-model transformations.
- Demonstrated experience supporting senior executives and successfully leading through high-visibility, business-critical technology incidents and escalations.
- Strong executive presence with excellent communication, stakeholder-management, relationship-management, and influencing skills.
- Ability to translate complex technical issues into clear business impact and translate business needs into actionable technology priorities.
- Experience partnering with Facilities and business teams on workplace technology, office moves, renovations, new offices, or other major physical workplace initiatives.
- Strong vendor management, financial man agement, workforce planning, resource management, and organizational leadership capabilities.
- Ability to lead effectively through ambiguity, organizational change, competing priorities, and complex global environments.

Success in This Role Looks Like

- Mattel employees experience a reliable, secure, intuitive, and continually improving Global Digital Workplace regardless of device, location, or work environment.
- Global Client Services operates as a proactive, engineering-led organization with clear accountability, strong automation, actionable experience insights, and reduced dependence on reactive support.
- Endpoint, collaboration, application, ITSM, executive, audiovisual, and workplace technology capabilities operate as an integrated employee experience with clear ownership and effective cross-functional partnerships.
- Technology issues affecting employees are identified earlier, business impact is understood quickly, and escalations are coordinated effectively across GTO through resolution.
- Executives and business leaders view Global Client Services as a trusted, responsive technology partner that understands both business priorities and technology operations.
- Executive and high-visibility business experiences are supported with exceptional reliability, responsiveness, discretion, and attention to detail.
- Global operating-model and insourcing initiatives achieve service continuity, knowledge retention, clear accountability, and sustainable internally owned capabilities.
- Major workplace transformations and Facilities initiatives deliver technology environments that are ready for employees and support business continuity from day one.
- Digital experience analytics, automation, AI, and proactive monitoring produce measurable improvements in employee experience, operational efficiency, and service quality.
- Teams operate with strong leadership, clear accountability, collaboration, career development, and a culture centered on ownership, innovation, service, and continuous improvement.

Additional Information

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!

How We Work:
We 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:

- We 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.
- We 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.
- We execute:  We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
This role is an in-office role Monday-Thursday, and work from home on Fridays. We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at  https://jobs.mattel.com/  and  www.instagram.com/MattelCareers .
Beware of recruiting scams: Mattel will only contact you through official @mattel.com or @smartrecruiters.com email addresses and will never ask for payment or sensitive personal information during the hiring process.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

The pay range for this position is between $xx and $xx annual [per hour]. The pay range is indicative of projected hiring range, however base pay will be determined based on a candidate’s work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy