Associate Director – IT Operations, Enterprise Applications

Role Overview

• Lead and line manage the IT operations & enterprise applications team — setting priorities, driving quality of delivery, and developing the team
• Own the operational IT roadmap across GWS / Microsoft 365, MDM, network, SaaS stack, ERP/CRM, and iPaaS integrations
• Govern Microsoft 365 and Entra ID (Azure AD) at an architectural level, ensuring security compliance and lifecycle management
• Oversee MDM strategy and tooling (Intune / Jamf) for endpoint compliance across all geographies
• Manage network, VPN, and office connectivity across South Pole's global locations
• Own the SaaS application portfolio — licence governance, access reviews, renewals, and rationalisation
• Govern ERP and CRM administration — configuration integrity, data quality, and Finance / Commercial stakeholder liaison
• Manage IT outsourcing relationships — service desk vendor, managed service providers, and specialist contractors — holding them to SLAs and quality standards
• Lead vendor management for all IT operational technology suppliers — contract renewals, performance reviews, and escalations
• Coordinate multi-timezone IT support, ensuring a consistent end-user experience across South Pole's 20+ country footprint
• Govern ITSM practice — ticket workflows, escalation paths, SLA reporting, and continual service improvement
• Act as primary business stakeholder liaison for IT operations, translating business needs into IT service changes
• Drive the adoption and implementation of AI/ML tools to automate and optimize key IT operations workflows (e.g., ITSM, monitoring, and proactive support)
• Work closely with the Security Lead to ensure operational IT meets security and compliance requirements

Requirements

• 7+ years in IT operations or IT management, with 3+ years in a leadership role managing a team
• Hands-on experience with Microsoft 365, Entra ID, and MDM platforms (Intune / Jamf)
• Familiarity with GWS (Google Workspace) in addition to Microsoft 365
• Proven vendor management and IT outsourcing management experience
• contract negotiation, SLA governance, and performance management
• Strong ITSM background (Jira Service Management, or equivalent)
• Experience managing a SaaS application portfolio
• ERP and/or CRM administration or oversight experience
• Track record of leading distributed IT support across multiple time zones and geographies
• Budget management and financial governance experience

Tech Stack

• Azure
• ERP
• ITSM
• Jamf

Benefits

• Flexible working hours
• Flexible workplace (home office)
• Above-average vacation allowances
• Options to buy up to 5 extra days of time off
• Life Insurance
• Access to mental, physical and financial wellbeing support through our Employee Assistance Program (TELUS Health)
• Competitive Paid Parental leave
• Compassionate Leave