Plan, organize, direct and control all efforts relative to the design, definition, development, implementation and maintenance of computer systems, applications, projects and programs.
Position Title: Managing Director, Detect To Correct
Department: Field IT
Location: Collierville, TN
Reports to: IT Vice President based in Singapore

GENERAL SUMMARY:

In support of our One FedEx corporate strategy, this position leads globally coordinated functions to build and sustaining a best-in-class Incident and Problem Management organization. This role is responsible for overseeing the management of global incidents, driving the proactive reduction of outage durations, and ensuring the timely resolution of problems to prevent future disruptions. By implementing robust incident response strategies, fostering cross-functional collaboration, and leveraging industry best practices, this position ensures high service availability, operational resilience, and continuous improvement in support of FedEx’s business objectives and digital transformation initiatives.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Experience: Extensive experience in IT service management, with a strong background in leading incident and problem management functions. Proven track record in senior leadership or management roles within complex, fast-paced environments.
• Strategic & Analytical Acumen: Demonstrated ability to exercise sound business judgment and develop, implement, and execute effective incident management strategies that align with organizational objectives and risk management priorities.
• Leadership & Results Orientation: Exceptional leadership skills with a history of building and guiding high-performing incident management teams. Demonstrated success in delivering measurable outcomes, minimizing business disruptions, and driving continuous improvement.
• Business Partnership: Strong ability to collaborate with business stakeholders and cross-functional teams, ensuring incident management practices support both operational needs and long-term business strategies.
• Communication Skills: Outstanding interpersonal, verbal, and written communication skills. Capable of influencing, engaging, and inspiring teams and stakeholders at all organizational levels, especially during high-pressure situations.

MINIMUM EDUCATION

Bachelor’s Degree/equivalent in computer science, math or business or related field with emphasis in a quantitative discipline.

MINIMUM EXPERIENCE

Extensive experience in systems development including design, development, implementation and maintenance of large batch or online transaction based systems. Experience in the majority of the following: mainframe, distributed systems, client server, relational systems, transaction and message systems, embedded systems, imaging and systems management and operation.

KNOWLEDGE, SKILLS, AND ABILITIES

Previous management experience, strong leadership, human relations and communication skills required.

• Organizational Leadership: Provide day-to-day leadership and management of the Detect to Correct organization, ensuring effective and reliable delivery of incident and problem management services across the company.
• Strategic Direction: Develop and execute a forward-thinking IT Service Management (ITSM) strategy focused on global Incident and Problem Management, aligning with overall IT and business objectives. Oversee the timely resolution of incidents and problems on a global scale.
• Risk Management & Business Continuity: Proactively identify, assess, and mitigate risks related to global IT operations. Develop and implement strategies to minimize service interruptions, enhance IT reliability, and ensure business continuity. Collaborate closely with vendor partners to maintain high service quality.
• Stakeholder Engagement: Build and maintain executive-level relationships with IT leaders and business partners. Proactively engage stakeholders to understand business priorities, reduce application outages, and improve application resilience.
• Vendor Management: Establish and nurture strong partnerships with key vendors, ensuring alignment with FedEx’s ITSM strategy and business goals. Lead performance reviews, negotiate robust SLAs, and drive continuous improvement initiatives.
• Process Optimization: Regularly review and modernize Incident and Problem Management processes to adopt industry best practices, eliminate redundancies, and streamline workflows for greater effectiveness and efficiency.
• Performance Monitoring: Ensure appropriate SLAs and internal metrics are in place for incident management. Conduct periodic reviews to identify trends, applying quality and data management techniques to uncover improvement opportunities.
• Continuous Improvement: Lead initiatives with IT partners to prevent future incidents, reduce downtime, and improve Mean-Time-To-Repair (MTTR). Systematically track and execute improvement action plans, reviewing processes and tools for ongoing enhancement.
• Integration & Collaboration: Work proactively with value stream owners to embed problem management best practices, ensuring incident prevention and rapid resolution are integrated into all IT activities.
• Automation & Innovation: Drive automation of processes using advanced technologies, including AI, to enhance proactive problem identification and prevention, and to reduce human error.
• Team Leadership & Development: Lead, mentor, and develop a global team, fostering a culture of accountability, continuous improvement, and innovation. Attract, motivate, and retain top talent, championing leadership development and succession planning.
• Availability & Flexibility: Remain available outside of standard working hours to manage and resolve critical incidents as they arise. Demonstrate flexibility to work across multiple time zones to ensure global coverage and rapid incident response.
• Travel: Frequent travel is expected to support global operations, engage with regional teams, and ensure effective incident management across all locations.