Director Technology Operations

Key Responsibilities

• Responsible for +200 employees in 88 countries.
• Responsible for delivering a world class support for our +80K employees around the globe.
• Working with the product teams to understand their pain points and Consult on better solutions to enable end-user productivity.
• Ensure that solutions are supportable in a scalable way without significant human intervention.
• Carry out risk assessment and reporting.
• Engage with regional key stakeholders to align business plans with the team structure.
• Developing end-to-end business cases for transformation.

Primary internal stakeholders

• Customer Service
• Regional Leads
• Platform Portfolios
• HR

Primary external stakeholders

• Microsoft

Qualification & Requirements

Required experience

• 15 years demonstrable expertise in End-user space running global teams.
• 10+ years working within a support function.
• 15+ years demonstrable IT Infrastructure knowledge across a wide range of technologies.

Beneficial experience

• ITIL V3
• Prince2
• LEAN, Six Sigma

Technical skills

• Expertise with Enterprise collaboration tools like Office 365 or Google Docs.
• Enterprise Voice and Contact Centre platforms.
• Industrial components like label printers, RF guns.

Business skills

• Excellent written and verbal English
• Collaboration and Teamwork essential
• Ability to multi-task
• Strong analytical skills
• Strong Stakeholder management
• Strong business Acumen at Exec level
• Financial acumen and budget Management

Personal profile

• Strong sense of ownership
• Innovator and driving transformation.
• Analytical thinker, but able to execute change.
• Strong interpersonal and communication skills
• Proactive and
• Calm under pressure

Key measures

• Capability transformation
• End-user VoC
• Customer VoC
• Operational Excellence, MTTD, MTTR,

Benefits

No information available.