CarltonOne is a global B2B technology leader, and part of the Goldman Sachs portfolio, helping organizations around the world reward and inspire exceptional people. Our solutions empower employees to be more productive, sales teams to perform at their best, and customers to stay engaged and loyal.
Our platform powers the global engagement industry, enabling companies to deliver impactful employee recognition, customer loyalty, rewards, sales, and channel incentive programs. We partner with over 450 clients, 500 vendors, and serve 14 million members across 185 countries.
Beyond engagement, every CarltonOne solution drives our eco-action mission: funding tree planting to help restore the planet. To date, we’ve funded over 21 million trees and are on track to plant millions more each year. Learn more at carltonone.com.
About the Opportunity:
CarltonOne is seeking a highly motivated Director, Information Technology to lead CarltonOne's global enterprise IT function, owning IT strategy, service management, governance, and employee technology experience.
This role is responsible for delivering a best-in-class employee technology experience across the organization, ensuring employees have the tools, systems, support, and infrastructure they need to be productive and successful. The Director, IT will lead internal IT support, service delivery, endpoint management, identity and access management, collaboration tools, workplace technology initiatives, and global hardware operations across CarltonOne's international workforce.
This is a strategic leadership role. The Director, IT is accountable for the outcomes of IT service delivery rather than working the support queue, leading through managers, team leads, and managed service partners who handle Level 1 and Level 2 support. The Director serves as the senior escalation point and leader during major IT and security incidents, and focuses on strengthening process, governance, and measurement to deliver an exceptional, proactive employee experience. The successful candidate will focus on improving service levels, modernizing IT processes, strengthening security practices, and scaling internal technology operations to support a growing global organization.
Responsibilities:
IT Service Management & Incident Leadership
- Own CarltonOne's global IT operating model, including service desk structure, tiered support (L1/L2/L3), escalation paths, and the balance of in-house and managed service provider (MSP) coverage.
- Hold the service desk and support partners accountable for timely, high-quality resolution of employee requests and issues, without personally working day-to-day L1/L2 tickets.
- Define and publish SLAs, experience level agreements (XLAs), and an IT performance scorecard covering CSAT, first-contact resolution, mean time to resolve, SLA attainment, backlog age, and reopen rates, reported monthly to executive leadership.
- Run a continuous improvement program driven by ticket trend analysis, employee feedback, and experience data, with the goal of reducing ticket volume per employee year over year.
- Ensure consistent delivery of IT services across all regions and time zones.
- Act as Major Incident Manager and senior escalation point for high-impact IT outages, leading coordinated response, stakeholder communications, and service restoration.
- Partner with Information Security to support the response to security incidents, including containment of affected accounts and devices, evidence preservation, and executive communication, in line with the incident response plan.
- Implement a problem management practice that uses root cause analysis and post-incident reviews to eliminate recurring issues, with tracked corrective actions.
- Establish change, release, and configuration management processes that reduce change-related incidents and protect service stability.
- Own Jira Service Management as the IT service management platform, driving workflow design, automation, SLA tracking, and reporting.
- Partner with SaaS production, engineering, and DevOps teams to align IT processes such as access, change, and incident management with production operations, and provide the internal tools and access they need.
- Own the IT service management (ITSM) platform roadmap, service catalogue, and knowledge base, aligned to ITIL 4 practices.
Employee Technology Experience
- Develop and enhance the overall employee technology experience across the organization.
- Ensure employees have access to reliable hardware, software, collaboration tools, and support resources regardless of location.
- Partner with business leaders to understand technology needs and improve workplace productivity.
- Evaluate and implement technologies that improve employee efficiency, collaboration, and engagement.
- Champion self-service support resources, knowledge management programs, and technology adoption initiatives.
- Shift IT from reactive to proactive by using monitoring, digital employee experience (DEX) tooling, and endpoint analytics to detect and resolve issues before employees are affected.
- Measure employee technology sentiment through regular surveys and an IT Net Promoter Score, and act on the results with visible follow-through.
- Promote a shift-left approach that moves common requests to self-service and automation, freeing the team for higher-value work.
- Create seamless onboarding and offboarding experiences through standardized technology processes.
Global Hardware & Employee Technology Management
- Own CarltonOne's global hardware procurement, deployment, lifecycle management, and asset governance strategy.
- Develop and manage scalable processes for onboarding and offboarding employees across Canada, the United States, Brazil, the United Kingdom, Australia, and other international locations.
- Partner with global vendors, distributors, and logistics providers to ensure timely delivery, replacement, retrieval, and support of employee equipment worldwide.
- Establish global standards for laptops, peripherals, mobile devices, and collaboration technology to provide a consistent employee experience.
- Oversee hardware inventory management, asset tracking, auditing, and recovery programs across all regions.
- Manage relationships with international hardware partners and service providers to optimize cost, service levels, and operational efficiency.
- Develop regional technology deployment strategies that account for customs requirements, shipping timelines, local regulations, and business needs.
- Ensure all employee devices are properly configured, secured, encrypted, and compliant with company security standards prior to deployment.
- Partner with Information Security teams to maintain endpoint management, device compliance, and security controls globally.
- Lead technology refresh programs and lifecycle planning to ensure employees have access to modern and reliable equipment.
- Establish reporting and KPIs related to deployment timelines, inventory accuracy, hardware utilization, asset recovery, and employee satisfaction.
IT Leadership & Talent
- Build, lead, and develop a global IT organization, including people managers, team leads, and specialists, and manage MSP and outsourced support partners.
- Establish team goals, performance expectations, and professional development plans.
- Foster a customer-first service culture focused on responsiveness, accountability, and problem resolution.
- Design staffing models, global coverage, escalation processes, and on-call rotations so that routine support across all time zones is delivered by the team and its partners.
- Promote knowledge sharing, process consistency, and operational excellence across the team.
- Build a high-performing IT organization capable of supporting a rapidly growing global workforce.
Infrastructure & Workplace Technology
- Oversee the management of employee technology including laptops, mobile devices, conference room systems, printers, and collaboration tools.
- Ensure reliable operation of corporate productivity platforms including Microsoft 365, communication platforms, and workplace technologies.
- Support office technology infrastructure across multiple global locations.
- Own software licensing and SaaS governance, including licence optimization, application rationalization, and shadow IT controls.
- Identify opportunities to modernize and standardize workplace technology solutions.
Identity, Access Management & IT Security
- Oversee user provisioning, deprovisioning, and identity and access management processes.
- Partner closely with Information Security teams to maintain secure access controls and endpoint security standards.
- Support security awareness initiatives and IT compliance requirements.
- Ensure adherence to IT policies, security best practices, and governance standards.
- Participate in internal and external audits related to IT operations and controls.
- Help strengthen the company's security posture through proactive management of employee technology and access controls.
Vendor & Technology Management
- Manage relationships with IT vendors, service providers, telecommunications partners, and technology suppliers.
- Negotiate contracts, licensing agreements, and support arrangements.
- Evaluate technology investments and recommend solutions that align with business requirements and budgets.
- Monitor vendor performance and ensure service commitments are achieved.
- Identify opportunities to consolidate vendors and improve operational efficiency.
Project & Program Leadership
- Lead enterprise IT projects from planning through implementation and ongoing support.
- Support technology rollouts, infrastructure upgrades, collaboration platform enhancements, and automation initiatives.
- Partner with HR, Finance, Security, Operations, and Technology teams on cross-functional projects.
- Develop project plans, budgets, timelines, resource requirements, and success metrics.
- Drive automation and process improvement initiatives that increase productivity and reduce manual effort.
IT Strategy, Governance, Risk & Business Continuity
- Develop and own a multi-year IT strategy and roadmap aligned to CarltonOne's business objectives and growth plans.
- Own the IT operating and capital budget, with clear reporting on spend, cost per employee, and return on technology investments, including the cost, utilization, and value of software, SaaS, and AI tools.
- Manage IT expenses through SAP Concur, ensuring policy compliance, accurate cost allocation, and timely financial reporting.
- Establish and maintain IT operational policies, standards, and governance frameworks.
- Chair IT governance forums, such as a change advisory board and a technology steering committee, to prioritize demand and investment.
- Ensure compliance with corporate requirements, security policies, and audit standards, including ownership of IT general controls (ITGCs) and implementation and continuous compliance with the NIST Cybersecurity Framework, CIS Critical Security Controls, and SOC 2, including audit readiness, evidence collection, and remediation of findings.
- Maintain accurate documentation of systems, assets, processes, and support procedures.
- Own disaster recovery planning and regular testing for internal systems and employee technologies, and partner with the business on continuity planning.
- Maintain an IT risk register, report key risks to leadership, and own mitigation plans through to closure.
Qualifications:
- 10+ years of progressive IT experience, including 5+ years in IT leadership, with experience managing managers and/or managed service partners.
- Experience leading internal IT operations, service desk, workplace technology, or enterprise support teams.
- Experience leading internal IT within a SaaS company, including supporting SaaS production, engineering, and DevOps teams with access management, tooling, change coordination, and incident collaboration.
- Strong knowledge of Microsoft 365, Entra ID (Azure AD), endpoint management, collaboration platforms, and modern workplace technologies.
- Proven experience managing global hardware deployment and asset lifecycle programs.
- Experience supporting distributed workforces across multiple countries and time zones.
- Expert in ITIL 4 and IT service management (ITSM), with a proven record of designing, implementing, and maturing incident, problem, change, request, and knowledge management processes.
- Hands-on experience implementing and administering Jira Service Management, including workflows, service catalogue, SLAs, automation, and reporting.
- Proven experience implementing and improving controls aligned to the NIST Cybersecurity Framework, CIS Critical Security Controls, and SOC 2, including audit readiness, evidence collection, remediation of findings, and ongoing compliance.
- Proven track record leading major incident response and partnering with security teams on security incident response.
- Demonstrated use of data, KPIs, and experience metrics to improve service quality and customer satisfaction.
- Proven experience owning and managing an IT budget, including forecasting, variance tracking, and reporting to leadership on the financial performance and return on investment of software, SaaS, and AI tool spend.
- Experience using SAP Concur for IT expense management, including expense policy, approvals, and spend reporting.
- Experience managing vendors, software licensing, and technology procurement.
- Proven experience leading IT projects and operational improvement initiatives.
- Excellent communication, stakeholder management, and leadership skills.
- Strong customer service mindset with a focus on employee experience.
Preferred
- Experience supporting a global workforce across North America, South America, Europe, and APAC.
- Experience with IT governance and control frameworks such as COBIT, ISO 27001, or ISO 20000.
- Familiarity with cybersecurity best practices, endpoint security, and compliance requirements.
- Experience supporting HRIS, Finance, and SaaS business applications.
- ITIL 4, Atlassian (Jira Service Management), Microsoft, CISSP, CISM, or related certifications.
Additional Perks
Here are some additional perks that we provide:
- Competitive salary and benefits package.
- Health, dental, and vision coverage.
- Vacation plus personal days.
- Access to our employee benefits portal for exclusive discounts.
- Monthly company-wide events, celebrations, and team activities.
- Bravo reward points program for recognition and appreciation.
- Convenient office location close to public transit.
How to Apply
If this great opportunity looks rewarding to you, let’s connect. Our online application will give you the option to apply to this role directly.
The target hiring range for this position is $115,000 to $135,000 Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, or if you need assistance to accommodate a disability, please contact us with the “Help” button in the application.
We will review applications, with priority given to those who have completed the assessment, and look forward to hearing from you.
