Director, IT Operations

We are seeking a strategic and results-driven Director of IT Operations to lead and evolve our global IT operations function. This leader will be responsible for the reliability, governance, and continuous improvement of enterprise IT services and delivery processes. The Director will oversee global IT service management practices, ensure effective problem and change management, govern IT asset management, and act as the operational lead for cross-functional initiatives, including M&A integrations and new office expansions.
This role requires a strong understanding of enterprise infrastructure, public cloud technologies, automation tools, and SaaS ecosystems, and the ability to partner effectively with global stakeholders and technical teams.
Key Responsibilities:
Team Leadership & Management
Build and lead a high-performing global IT operations team, including managers, specialists, and project leads.
Define and evolve team structure, roles, and responsibilities to align with business and technology needs.
Set clear performance objectives, track KPIs, and lead performance reviews and development plans.
Foster a collaborative and accountable culture that promotes excellence, innovation, and continuous improvement.
Mentor and grow team members to support succession planning and long-term capability development.
Service Management & Operations
Lead global IT operations service delivery with a focus on service stability, risk mitigation, and user experience.
Own and mature core ITIL processes, including incident, problem, and change management, ensuring robust root cause analysis and continuous improvement.
Manage and govern the IT asset lifecycle, including hardware/software inventory, licensing, and optimization.
Drive performance management through SLAs, KPIs, and analytics across IT service delivery.
Ensure compliance with global regulatory and internal standards across all operational functions.
Promote the use of automation tools and technologies to increase efficiency, consistency, and scalability of operations.
Program & Project Delivery
Lead global cross-functional IT programs, ensuring timely and cost-effective execution of projects involving collaboration tools, digital workplace, and enterprise services.
Own and lead IT delivery for global new office buildouts and expansions, including planning, network connectivity, AV, security systems, and employee technology readiness.
Lead IT efforts in M&A activities, from due diligence through post-merger integration, ensuring smooth onboarding, infrastructure alignment, and service harmonization.
Partner with internal project and program managers to track milestones, mitigate risks, and deliver consistent outcomes across geographies.
Strategic Planning & Governance
Contribute to the development and execution of the IT operations roadmap in alignment with organizational and technology goals.
Lead efforts around operational governance, including vendor management, risk controls, and cost optimization.
Champion structured service delivery methodologies, process automation, and continuous improvement initiatives.
Collaboration & Stakeholder Management
Partner with Security, Infrastructure, Engineering, PMO, and business units to ensure cohesive delivery of IT services.
Serve as an escalation point for operational issues and a key stakeholder in service strategy and user experience initiatives.