IT Operations Lead

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale. 

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

Role Summary

CloudFactory is seeking a service-focused, technically capable IT Operations Lead to oversee the front door process into  IT for all support queries. This is a high-visibility role responsible for owning and continuously improving a frictionless, end-to-end IT support service, ensuring issues are triaged effectively and escalated to SecOps, ITOps, or BizApps as required.

As the senior regional IT representative, you will lead local IT operations while serving as a trusted interface between regional teams and global IT functions. You will own service desk development and performance, supporting all business functions, and act as the primary escalation point for complex or high-impact issues. When required, you will represent IT at a local, regional, and global level, ensuring consistent service standards and clear communication.

While the role is service-management led, it requires strong technical competence across enterprise applications, SaaS platforms, and cloud services to troubleshoot issues, guide prioritisation, and mentor support teams. You will also be responsible for operational leadership activities, including incident coordination and 24x7 support roster planning, ensuring reliable, high-quality IT service delivery across CloudFactory’s distributed workforce.

Key Responsibilities

1. Regional Leadership & Service Ownership

• Front Door into IT: Act as the primary regional entry point for all IT support queries, ensuring effective triage, ownership, and escalation to SecOps, ITOps, or BizApps as appropriate.
• Regional Interface: Serve as the lead regional liaison between global IT functions and regional business stakeholders, translating global standards into practical regional execution while feeding regional needs back into global teams.
• Mentorship & Coaching: Mentor and support local IT contributors, setting service expectations, promoting consistent ways of working, and enabling professional development, without direct line management responsibility.
• Service & Resource Planning: Own regional service delivery planning, including service desk development, roster design, scheduling, and resource coordination to support reliable 24x7 global IT operations.
• Operational Leadership: Provide visible regional IT leadership, balancing global priorities with local operational needs to ensure a responsive, high-quality, and frictionless support experience.
• Customer engagement in relation to incident response and problem mgmt as required.

2. Global IT Service Management (ITSM)

• Incident & Escalation Management: Act as the senior escalation point for high-priority incidents, coordinating resolution with relevant ITOps (infrastructure), BizApps (applications), and SecOps (security) teams.
• Process Execution: Execute IT service management processes (Incident, Problem, Change) in adherence to ITIL frameworks.
• Continuous Improvement: Conduct post-incident reviews (Root Cause Analysis) to reduce recurrence and drive regional service improvement initiatives based on agreed-upon Service Level Agreements (SLAs).
• Reporting: Provide clear, concise reports on service health, project status, and outage impacts to both regional business leaders and global functional IT leads.

3. Technical Solutioning & Device Management

• Automation Strategy: Design and lead the implementation of complex automation workflows for infrastructure management, software rollouts, and system integrations, minimizing manual overhead.
• Domain & Security Governance: Manage the organization's corporate domain portfolio, enforcing rigorous security best practices (DNSSEC, DMARC) and serving as the definitive escalation point for DNS-related issues.
• Infrastructure & Disaster Recovery: Oversee the design, deployment, and operation of physical data centers and on-premise networks, maintaining critical documentation, backup procedures, and disaster recovery solutions to ensure 99.9% uptime.
• Endpoint & Workspace Expertise: Manage service delivery for a diverse global workforce (MDM and BYOD environments) while maintaining hands-on operational knowledge of Google Workspace, Slack, and identity management systems.

4. Cross-Functional Coordination & Governance

• Stakeholder Influence: Act as a strategic bridge between IT teams and business units, influencing customers, suppliers, and partners to ensure technology deployments directly align with user needs and business objectives.
• Project Execution: Lead the regional execution of global IT projects (security audits, network upgrades, application rollouts), balancing centralized priorities with local operational demands in a fluid, decentralized environment.
• Documentation & Compliance: Ensure all regional IT processes, runbooks, and operational procedures align strictly with global standards and compliance frameworks (ISO 27001, SOC 2, GDPR).

Requirements

Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL certification or equivalent service management training is highly desirable.

Experience

• 5+ years of experience in IT operations, service management, or solution delivery within a global, multi-site environment.
• Proven experience supporting 24x7 operations and complex resource or roster planning.
• Experience supporting a global user base, including both managed devices and BYOD environments.

Technical Skills

• IT Service Management (ITIL): Expert application of ITIL frameworks (Incident, Problem, Change, and Continual Service Improvement) and compliance standards (ISO 27001, SOC 2, GDPR).
• SaaS & Enterprise Applications: Strategic oversight and quality assurance of platforms like Google Workspace and Slack, including vendor collaboration for critical issues and knowledge base optimization.
• Infrastructure & Resilience: Advanced capability in overseeing the design, deployment, and operation of physical data centers and on-premise networks, including robust backup and disaster recovery (DR) solutions.
• Domain Governance & Security: Expert management of the corporate domain portfolio, enforcing security best practices (MFA, Identity Management, DNSSEC, DMARC) and serving as the final escalation point.
• Automation Strategy: Proven ability to architect and implement complex automation workflows for infrastructure management, software rollouts, and system integrations to drive IT efficiency.

Key Competencies

• Resilient Incident Management: Methodically diagnoses and resolves complex service requests under pressure, maintaining unwavering composure and a positive attitude during critical system outages.
• Stakeholder Influence & Communication: Fluently translates complex technical concepts for non-technical audiences, facilitating collaboration, building consensus, and influencing outcomes across cross-functional teams.
• Autonomy & Strategic Planning: Exercises substantial personal responsibility to plan, schedule, and monitor work, utilizing strong analytical skills to manage risk and meet time and quality targets.
• Empathy & User-Centricity: Demonstrates deep patience, empathy, and a strong commitment to resolving user issues effectively, ensuring a frictionless front-door IT support experience.
• Continuous Learning & Innovation: Quickly masters new SaaS and on-premise technologies, applies creative thinking to solve complex problems, and takes initiative in driving professional development for both self and the wider team.

Additional information:

• May require work outside standard hours for escalations or global coordination, including weekends and public holidays.
• This is a hybrid role, however on-premise presence will be expected. Occasional work-from-home flexibility may be available based on role requirements and team alignment.

Benefits

• Great Mission and Culture
• Meaningful Work
• Market competitive salary
• Quarterly variable compensation
• Remote and Home working
• Comprehensive medical cover 
• Group life insurance
• Personal development and growth opportunities
• Office snacks and lunch
• Periodic team building and social events

At CloudFactory, we believe that work should be more than just a job—it should be a platform for growth, impact, and community. Here, you’ll earn with purpose, learn every day, and serve a mission that truly matters. If you're looking for a career where you can develop professionally, contribute meaningfully, and be part of a global movement, we’d love to have you on this journey!

Join us today and be part of our mission to connect people and technology for a better world! Apply now and bring your whole, authentic self to work—we can’t wait to meet you!