Director, Global IT Operations; Center of Excellence

Director, Global IT Operations (Center of Excellence)

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What This Role Will Do

IT Operations Center of Excellence Leadership

• Drive the overall strategy, roadmap, and execution of the Operations CoE to mature service delivery, process alignment, and data-driven decision-making.

• Build global frameworks that enable transparency, standardization, and efficiency across all IT Operations functions.

• Partner with senior technology leaders to align operational priorities with business outcomes and customer experience goals.

• Define, track and improve global success metrics — SLAs, CSAT, MTTR, automation rate, and process compliance.

Business Engagement & Process Enablement

• Act as a strategic partner to business and technology leaders, translating organizational goals into actionable IT initiatives.

• Design, document, and optimize global IT processes to drive consistency, scalability, and service excellence.

• Lead continuous improvement initiatives leveraging ITIL, Lean, and Six Sigma methodologies.

• Champion automation-first operations, partnering with Engineering and AI Enablement teams to deploy workflows, bots, and orchestration tools that reduce manual effort.

Governance, Standards & Knowledge Management

• Define and enforce IT governance frameworks, policies, and operational standards across all regions and service lines.

• Partner with Risk, Cyber security, Data Privacy and Compliance teams to ensure alignment with PCI, SOX, GDPR, and audit requirements.

• Oversee the global IT Knowledge Base, ensuring accurate, accessible documentation and playbooks for all operational areas.

• Conduct governance audits, process maturity reviews, and drive continuous improvement through automated compliance and policy monitoring.

• Establish a “governance through enablement” model — ensuring that standards empower agility rather than constrain it.

Team Leadership & Collaboration

• Lead and mentor a global team of analysts, process managers, data specialists, and enablement professionals.

• Foster a culture of innovation, collaboration, and accountability focused on measurable outcomes and user satisfaction.

• Partner cross-functionally with Global Service Delivery, Workplace Technology, AI Enablement, and Security teams to ensure cohesive and effective operations.

• Champion inclusiveness, transparency, and shared success across teams and regions.

Reporting, Insights & Dashboards

• Develop unified reporting frameworks and executive dashboards to visualize performance, SLA trends, and operational health.

• Deliver actionable insights through tools like Power BI, Tableau, and Zendesk Explore to support strategic and tactical decisions.

• Introduce predictive analytics to identify emerging issues, optimize resource allocation, and improve service delivery.

• Establish a culture of data-driven performance management across IT Operations.

Communications & Training

• Lead the development of global communication strategies to drive transparency and engagement across IT Operations.

• Oversee training and enablement programs to ensure teams are equipped with the skills and knowledge to execute new tools, processes, and technologies.

• Partner with Change Management to support smooth rollouts of operational initiatives and enterprise-wide programs.

• Promote a culture of service excellence, awareness, and accountability through ongoing education and recognition programs.

What This Person Will Bring

• 8–10 years of experience in IT Operations, Governance, Service Management, or Process Enablement leadership roles (global scale preferred).

• Bachelor’s degree in Computer Science, Information Systems, or Business Administration (Master’s degree preferred).

• Proven track record of leading Operational Excellence, ITIL, and Governance initiatives across enterprise environments.

• Demonstrated success implementing automation, analytics, and reporting solutions within IT service management frameworks.

• Strong expertise with tools such as Zendesk, Power BI, Tableau, and workflow automation or orchestration platforms.

• Exceptional communication,…