Vice President IT Operations

An opportunity to join the IT Leadership team at an exciting inflection point in our evolution. We are seeking an innovative and strategic Vice President of IT Operations to lead the ongoing development of our IT Operations function.

You will be responsible for developing a transformative IT support function that prioritizes a worldclass enduser experience. This role is pivotal in driving cultural change across IT establishing an endtoend approach to the delivery of IT Support and fostering an ethos of simplification and efficiency.

Your goals will include:

• Improve the level of satisfaction that IFS has for IT support.
• Increase first time fix rate and reduce resolution times.
• Increase tenure and eNPS for the IT Operations organisation.
• Reduce costs and increase efficiency

Key Responsibilities

Leadership and Strategic Vision:

• Define and implement a forwardthinking IT operations strategy aligned with the organizations goals.
• Lead cultural transformation initiatives ensuring a relentless focus on improving the enduser experience.
• Act as a champion for IT service excellence fostering collaboration across teams and geographies.

Operational Excellence:

• Build and manage a bestinclass IT support function that scales with the organizations growth.
• Develop and implement a single point of entry for all IT support requests to enhance accessibility and resolution efficiency.
• Establish and monitor key performance indicators (KPIs) and servicelevel agreements (SLAs) to ensure consistent delivery of superior IT services.
• Manage and maintain a catalogue of all services provided by IT.
• Maintain a knowledge base that is effective at retrieving information to empower IT support staff to solve issues on first contact.

Innovation and Simplification:

• Promote a simplification ethos by identifying and eliminating inefficiencies in IT operations.
• Introduce and leverage advanced tools and technologies to streamline processes and improve service delivery.
• Drive automation initiatives to minimize manual processes and improve response times.

EndUser Focus:

• Develop programs and initiatives to enhance the IT support experience for all end users ensuring responsiveness and accessibility.
• Engage with stakeholders to understand pain points and proactively address evolving needs.
• Build strong relationships across departments to align IT services with business objectives.

Team Development and Management:

• Recruit develop and retain top IT talent fostering a culture of accountability and continuous improvement.
• Provide mentorship and guidance to IT support teams empowering them to deliver outstanding service.
• Cultivate a highperforming team that operates with transparency trust and collaboration.

Qualifications :

• Bachelors or Masters degree in Computer Science Information Technology or a related field.
• Demonstrated experience in IT Support management preferably in the software industry or complex global organisation including ITIL or equivalent frameworks.
• Strong track record of driving cultural and operational transformations with a focus on enduser satisfaction.
• Exceptional leadership and communication skills with the ability to influence and inspire across all levels of the organization.
• Strategic thinker with a resultsoriented approach and a passion for simplification and innovation.
• Experience in implementing automation and selfservice technologies within an IT support environment.
• Excellent communication and interpersonal skills with the ability to engage effectively with technical and nontechnical stakeholders.
• Certifications such as ITIL PMP or CISSP are a plus.

Skills 

• Strategic thinking and planning
• Operational management and leadership
• Budgeting and financial acumen
• Security and compliance knowledge

Remote Work :

No

Employment Type :

Fulltime