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Head of IT Operations
2 months ago
We are seeking an experienced IT professional to lead our IT support services team, ensuring the smooth day-to-day operations across our organization. As Head of IT Operations, you will be responsible for growing and evolving our IT support services to meet the increasing demand and requirements of our global business.
Key Responsibilities- Scale our internal IT support to a global support function, ensuring we have the right team in the right location with the relevant ITSM, support processes, and capabilities.
- Grow and develop your team, ensuring succession and attrition plans are in place, and each member has a development plan to advance their careers.
- Implement and measure service level obligations for IT support, using data-driven metrics to inform decisions and opportunities for improvement.
- Manage the internal IT budget, including forecasting people and system costs, and opportunities for capital investment to improve our way of working.
- Work closely with the Service Delivery Team to create consistent reporting for the IT Support team, providing clear recommendations for improvement areas.
- Collaborate with the Head of Enterprise Systems to ensure the pipeline of work between the two teams is prioritized, with minimal bottlenecks.
- Cultivate a fun, rewarding, agile, and results-driven culture that lives and breathes our values, with a focus on customer service and delivery.
- 5+ years of operational experience running a >4000 seat IT operations/service desk enterprise in a global, geographically dispersed environment.
- 5+ years of managing operational budgets in excess of ~$10M NZD.
- 5+ years of leading more than 30+ staff.
- Demonstrated experience in creating operational metric reporting and insights.
- Demonstrated experience in defining roadmaps and long-term planning.
- Demonstrated experience in creating reporting for executive leader levels.
- Knowledge of Okta, Google, Microsoft, and ticketing systems like Zendesk.
- Proven experience collaborating and building trust with stakeholders across all levels of the business.
We are a dynamic organization that celebrates individuality, provides career growth and development, and offers amazing company benefits. If you are a technical savvy individual who loves building and leading high-performing teams, we would love to hear from you.
