Director, IT Operations Support

Role Overview:

This strategic leadership position is driven to evolve IT operations and end-user support capabilities for one of the world’s most iconic brands!

You’ll play a key role in shaping the future of IT support—driving transformation through AI-powered automation, predictive and proactive actions, and intuitive, data-driven self-service solutions. This leadership role directs core support functions including the Global Service Desk, Tier 2 support, Walk-Up Desks, Asset Management, AV/VC systems, and endpoint support. The Director will drive continuous improvement through structured ITSM practices, process refinement, and strategic vendor management.

What you'll be doing:

• Lead daily IT support operations with an emphasis on end-user experience and service quality.
• Coordinate Tier 2 support, walk-up desks, and AV/VC support for meetings and events.
• Define and lead IT Service Management (ITSM) functions including incident, request, change, problem, and knowledge management.
• Own and lead the ITSM toolset (e.g., ServiceNow), ensuring configuration and workflows align with business needs.
• Develop, implement, and monitor SLAs and significant metrics to maintain high service standards and accountability.
• Improve support efficiency by introducing automation, self-service capabilities, and proactive/predictive solutions using AI technologies.
• Responsibility for hardware and software asset management throughout the lifecycle.
• Collaborate with third-party service vendors and ensure service contracts are met or exceeded.
• Drive ongoing improvements through metrics analysis, customer feedback, and process audits.
• Support IT readiness for live events, business continuity scenarios, and hybrid workplace enablement.

Leadership & Strategy:

As a member of the Service & Support leadership team, you'll help lead across different regions, with a focus on personal growth, talent development, and building a high-performing, diverse, customer-centric environment. You will build strong multi-functional partnerships with other IT leaders, business units, and support partners. Your responsibilities will involve helping to shape the strategic direction of IT operations and support services.

This role collaborates closely with HR and the People Technology Services team to deliver scalable, secure, and intuitive technology solutions. You'll play a key role in automating and optimizing HR-related workflows—especially across the Joiner/Mover/Leaver (JML) lifecycle—to enhance employee experience and operational efficiency.

What we're looking for:

• Consistent record leading IT operations and service delivery in an enterprise environment.
• Deep expertise with ITSM tools and practices, preferably ServiceNow.
• Strong record of vendor and contract management for outsourced IT services.
• Hands-on experience with service performance reporting, metrics dashboards, and operational reviews.
• Solid grasp of AV/VC technologies, support for hybrid work, and end-user computing environments.
• Budget ownership and resource planning experience.
• Outstanding interpersonal, communication, and team leadership skills.
• Experience leading diverse, global teams in a matrixed organization.

Qualifications:

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.
• ITIL certification (v3 or v4).
• Familiarity with HRIS systems (e.g., Workday).
• Experience working in high-growth or multinational companies.

Benefits:

• Discretionary bonus opportunity
• Hybrid Working (within Flexmodes)
• Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers