- Company Name
- CINQ PARTNERSHIP
- Job Title
- Director of IT Service Operations
- Job Description
-
Job title: Director of IT Service Operations
Role Summary:
Lead and transform the global IT service operations function for a leading FMCG company. Own end‑to‑end service delivery, governance, and continuous improvement across a 24/7 environment, partnering with CIO and senior leaders to align technology strategy with business goals. Build and coach a high‑performance team, shape future operating models, manage vendor relationships, and drive multi‑year transformation initiatives.
Expectations:
* Deliver a world‑class, best‑in‑class IT operations capability.
* Own operational budgets, optimise spend, and demonstrate ROI from partner engagements.
* Maintain stakeholder confidence through transparent communication and proactive risk management.
* Sustain a culture of service excellence and continuous improvement across all service lines.
Key Responsibilities:
* Define and execute the IT operations strategy and roadmap in line with global business objectives.
* Lead, mentor and develop a diverse global team of ~260 professionals, including 6 direct managers.
* Own IT service delivery, governance, ITIL processes, and partner performance across infrastructure, digital workplace, application maintenance, and SAP operations.
* Drive improvements in incident, change, request, and problem management, ensuring quality, resilience, and service performance.
* Oversee global infrastructure, network, cloud services, and end‑user computing security and reliability.
* Manage SAP operations, partnering with Enterprise Platforms for stability, scalability, and lifecycle management.
* Shape and influence multi‑year technology transformation and design the future‑state operations blueprint.
* Review and optimize the global service provider model.
* Control operational budgets, optimise spend, and secure maximum value from global partners.
Required Skills:
* Proven leadership in complex, global 24/7 IT operations environments.
* Deep experience in infrastructure, network, service delivery, or managed services.
* Demonstrated capability in delivering services within a SAP‑enabled landscape.
* Strong stakeholder and vendor management, with influence across all levels.
* Strategic vision coupled with frontline operational credibility.
* Ability to build high‑performance teams and drive cultural change.
* Experience with major service‑provider engagements (e.g., Accenture, IBM, TCS) is a plus.
Required Education & Certifications:
* Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
* Advanced certifications such as ITIL® Expert, PMP®, or equivalent are preferred.