Director - Digital Operations Center and IT Service Management

TSM & ITIL Practice Ownership:

• Establish, build, and own the company’s ITSM framework and practices, ensuring alignment with ITIL standards.
• Lead the continuous improvement of ITSM processes to enhance service delivery, performance, and scalability across a global, multivendor environment.
• Serve as the key leader in promoting a service-oriented culture, where measurable improvements and service quality are a priority.
• Manage service level agreements (SLAs) and key performance indicators (KPIs) to delivery high quality technology services.

Digital Operations Center (DOC) Leadership:

• Establish the global digital operations center accountable for end user experience monitoring through a central control tower.
• Lead coordinated response and resolution of major incidents.
  Own end-to-end communication of incident lifecycle.
• Collaborate with cross-functional teams to align DOC operations with broader business objectives.

Cloud Operations Center (COC) Management:

• Provide local line management support for COC team.
  Monitor cloud resources like virtual machines, storage, networks, and databases in real-time.
• Create FinOps advisory and cloud cost optimization plans.
• Provide operations support, IAM, security, compliance, infra troubleshooting and incidence coordination.

24*7 Event and Incident Management:

• Establish and maintain robust incident management processes, including incident response, escalation, resolution and communication.
• Lead the team in proactively monitoring and responding to system and application alerts and anomalies.
• Mitigate risk to revenue or business continuity.
• Conduct root cause analysis for critical incidents and implement preventive measures to minimize future occurrences.
• Develop and maintain comprehensive incident management documentation and reporting including performance dashboard for business-critical systems.

Vendor Management:

• Oversee the transition from a single-vendor IT service model to a multivendor approach, ensuring the ITSM framework accommodates the complexity of multiple service providers.
• Implement vendor performance management using ITIL metrics, ensuring accountability and continuous improvement from external partners.
• Optimize the governance structure to manage the performance, contracts, and service level agreements (SLAs) of different vendors.

Governance and Service Excellence:

• Design and implement a governance framework for IT services that focuses on performance, compliance, and risk management in a global, multi-vendor landscape.
• Ensure consistency in governance processes while allowing for flexibility across different functions and service providers.

Support Cloud Transformation:

• Play a key leadership role in the company’s transition from mainframe-based infrastructure to cloud-based services (AWS), ensuring ITSM practices support this shift.
• Collaborate with stakeholders across different functions and service providers to ensure smooth cloud adoption, maintaining high standards of service quality and operational performance during the transition.

Team Leadership:

• Build and lead diverse IT team across Germany, Poland, and India, focused on service excellence, ITSM governance, and tool management.
• Foster an inclusive, global team culture that drives high performance, innovation, and operational efficiency. Mentor and develop team members to ensure professional growth and alignment with the company’s ITSM strategy.

• Extensive IT Operations and/or Service Management experience with large multinational organizations
• 5+ years of experience in building and leading geographically distributed teams 
• 8+ years of experience in IT service management, IT Governance and/or Operational/Service excellence roles
• Deep Expertise in IT Service Management (ITSM) frameworks and ITIL best practices (advanced ITIL v3/v4 certification required).
• Proven track record in implementing and running workflow management platforms like Jira and ServiceNow within a large-scale IT environment.
• Experience managing IT service delivery in a multivendor environment, with a focus on governance and service excellence.
• Familiarity with Agile product development methodologies and their integration into ITSM tools and practices.
• Strong project management skills, capable of overseeing complex, cross-regional IT projects and ensuring alignment with business objectives.
• Ability to explain and drive adoption of ITIL, Lean and Agile Principles across varied stakeholders
• Ability to form productive relationships quickly at all organizational levels
• Self-confident and comfortable interacting with Executive Level Leaders
• Flexible and adaptable while maintaining a high degree of execution quality
• Strong strategic and operational mindset, capable of driving IT transformations while maintaining operational excellence.
• Excellent communicational skills verbally and in writing
• Strong negotiation and presentation skills
• Reliable and motivated team player and inspiring leader
• Excellent Communication and Inter-personal skills