Oversee the coordination of ITIL processes including Incident, Change, Problem, and Asset management
Manage the Operations Management Center to ensure robust monitoring, incident response, and business continuity
Lead the development and governance of operational systems and toolsets
Align teams with business metrics and KPIs to deliver consistent, efficient, and auditable operations
Coordinate and govern ITIL processes for Operations, ensuring consistent execution of global standards while accommodating regional operational realities
Oversee management and performance of the OMC, ensuring effective monitoring, incident response, and operational execution
Partner with global leadership to align regional execution with global frameworks and maturity targets
Drive continual service improvement initiatives aligned to operational performance and business outcomes
Identify and prioritize improvement projects to enhance processes, tools, and operational efficiency

10+ years of experience in operations, service management, or related industry leadership within large-scale, mission-critical environments (data centres, cloud infrastructure, telecoms, or similar)
Strong working knowledge of ITIL (v3 or v4) with practical, real-world implementation experience and continuous improvement methodologies
Strategic and critical mindset with the ability to support expansion and integration initiatives
Strong communication and executive presentation skills, with the ability to convey complex information clearly to various stakeholders
Excellent organisational and analytical ability, with the ability to manage multiple projects simultaneously and meet deadlines
Relevant qualifications in engineering, facilities management, or a related discipline
Travel required is expected to be up to 20% but may increase over time as the business evolves.

Senior Director, Operations Service Management

Key skills