EU Regional IT Operations Director will report to the Global Vice-President of IT Operations, who is based in the UK. You will be responsible for working with the wider IT Operations team and with the regional business team to align demand and service provision, as well as supporting the Global IT Operations in providing strong service delivery and service-management.

You will also be responsible for delivering support against any local customer incidents that require local management, but global attention, and to provide reporting to both customers and his/her manager.

“We are responsible for operating the global production systems. As part of this, we have 24/7 operations, server operations, applications support, data management and network operations. Currently transitioning towards highly-available and scalable Cloud infrastructure”

Responsibilities

The Regional IT Operations Director will have responsibly for supporting global IT Operations tasks, but providing a focus on local, regional issues, customer and communication. In addition, plans of alignment between local demand and the provision of services by the IT Operations team need to be managed. For service-management, when incidents do occur, the role will include responsibility for local communications management of the issues and bringing global IT Operations (or engineering) support to bear.

Key responsibilities will include:

Supporting service-delivery and service-management functions with the Global Vice-President of IT Operations. This will include executive reporting, including incident metrics, customer communication and other supporting data

Planning and coordination of local business drivers with an IT Operational component, merging demand with feasibility and timelines of the services available from IT Operations

Providing a short, medium and long-term view of local demand on IT resources so that planning and capacity management can be taken into account

Providing a local IT Operations “voice” to the regional team so that expectations can be appropriately managed and prevented from divergence

Supporting the local account teams and customers in the event of incidents and issues, communicating with those teams and the wider IT Operations groups to ensure that resolution is achieved as effectively as possible

Working closely with the VP, IT Operations to form a regional IT plan that fits both the global IT vision and also local demand, communicating limitations and realism to local and regional teams, where necessary

Ability to provide experience and maturity to “stand in” for the VP

Education

Educational attainment equivalent to degree in a technical field, likely in the area of Computer Science

Experience and Qualifications

Significant experience managing technology especially relating to business functions

Extensive customer exposure and communication

Service-management experience in an ITIL environment

Problem analytics experience

Technical Skills and Abilities

No specific technical skills but key advantages would be provided by experience with:

Project Management accreditation

ITIL

Data-centre technology & function

IP networking, especially in a Cisco

Telephony systems, especially SIP

Cloud computing technologies / architecture

If you have the above skills and experience and would like to know more detail then please contact Zac Stephens at Concilio.

Concilio is an employment agency and employment business.

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