An opportunity to join the IT Leadership team at an exciting inflection point in our evolution. We are seeking an innovative and strategic Vice President of IT Operations to lead the ongoing development of our IT Operations function.
You will be responsible for developing a transformative IT support function that prioritizes a world-class end-user experience. This role is pivotal in driving cultural change across IT, establishing an end-to-end approach to the delivery of IT Support, and fostering an ethos of simplification and efficiency.
Your goals will include:
- Improve the level of satisfaction that IFS has for IT support.
- Increase first time fix rate and reduce resolution times.
- Increase tenure and eNPS for the IT Operations organisation.
- Reduce costs and increase efficiency
Key Responsibilities
Leadership and Strategic Vision:
- Define and implement a forward-thinking IT operations strategy aligned with the organization’s goals.
- Lead cultural transformation initiatives, ensuring a relentless focus on improving the end-user experience.
- Act as a champion for IT service excellence, fostering collaboration across teams and geographies.
Operational Excellence:
- Build and manage a best-in-class IT support function that scales with the organization’s growth.
- Develop and implement a single point of entry for all IT support requests to enhance accessibility and resolution efficiency.
- Establish and monitor key performance indicators (KPIs) and service-level agreements (SLAs) to ensure consistent delivery of superior IT services.
- Manage and maintain a catalogue of all services provided by IT.
- Maintain a knowledge base that is effective at retrieving information to empower IT support staff to solve issues on first contact.
Innovation and Simplification:
- Promote a simplification ethos by identifying and eliminating inefficiencies in IT operations.
- Introduce and leverage advanced tools and technologies to streamline processes and improve service delivery.
- Drive automation initiatives to minimize manual processes and improve response times.
End-User Focus:
- Develop programs and initiatives to enhance the IT support experience for all end users, ensuring responsiveness and accessibility.
- Engage with stakeholders to understand pain points and proactively address evolving needs.
- Build strong relationships across departments to align IT services with business objectives.
Team Development and Management:
- Recruit, develop, and retain top IT talent, fostering a culture of accountability and continuous improvement.
- Provide mentorship and guidance to IT support teams, empowering them to deliver outstanding service.
- Cultivate a high-performing team that operates with transparency, trust, and collaboration.
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
- Demonstrated experience in IT Support management, preferably in the software industry or complex global organisation, including ITIL or equivalent frameworks.
- Strong track record of driving cultural and operational transformations with a focus on end-user satisfaction.
- Exceptional leadership and communication skills, with the ability to influence and inspire across all levels of the organization.
- Strategic thinker with a results-oriented approach and a passion for simplification and innovation.
- Experience in implementing automation and self-service technologies within an IT support environment.
- Excellent communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders.
- Certifications such as ITIL, PMP, or CISSP are a plus.
Skills
- Strategic thinking and planning
- Operational management and leadership
- Budgeting and financial acumen
- Security and compliance knowledge
