Head of IT Command Centre

• Major Incident Management Ownership
• Vendor & Workforce Management

The Head of IT Command Centre provides strategic and operational leadership to maintain production stability and service continuity across the enterprise. Serving as the executive shield for all production operations, this role defines strategy, drives operational efficiency, and ensures both reactive and proactive measures deliver measurable results.

This position leads a team of 50+ professionals, manages vendor relationships, and establishes KPIs and performance metrics to continuously improve service reliability and operational resilience.

This role combines strategic vision, process ownership, governance, and people leadership to deliver uninterrupted services, robust incident response, and continuous improvement across global IT operations.

• Strategic Leadership & Operational Efficiency
• Define and execute strategies for production stability and service continuity.
• Drive operational efficiency through process optimization and automation.
• Establish and monitor KPIs and metrics to measure success and identify improvement areas.
• Major Incident Management Ownership
• Lead and manage the entire Major Incident Management function globally.
• Create and enforce standards, processes, controls, and procedures for incident handling.
• Ensure governance and compliance for high-impact events and weekend changes.
• Drive initiatives to reduce Mean Time to Restore Service (MTRS) and prevent recurrence.
• Process Ownership
• Own end-to-end ITSM processes (Incident, Request, Change Management).
• Ensure processes are standardized, documented, and aligned with ITIL best practices.
• Continuously refine workflows to improve speed, accuracy, and compliance.
• Team Building & People Development
• Build and mentor high-performing teams; manage a workforce of 50+ professionals.
• Drive skill improvement programs, career development, and succession planning.
• Implement performance management frameworks to measure and enhance team effectiveness.
• Global Command Centre Operations
• Lead 24/7 technical bridge operations for major and non-major incidents.
• Govern high-impact IT events and weekend changes with strong risk mitigation.
• ITSM Governance & Compliance
• Maintain audit readiness and lead remediation plans for findings.
• Present standards, controls, and compliance frameworks to auditors.
• Vendor & Workforce Management
• Manage vendor relationships to ensure SLA adherence and performance.
• Oversee global shift rotations for 24/7 coverage.
• Executive Reporting & Analytics
• Deliver actionable insights through dashboards and presentations for senior leadership.
• Use advanced reporting tools to demonstrate operational performance and strategic progress.

• ITSM Expertise:
  Deep knowledge of ITIL processes and audit compliance.
• Major Incident Leadership:
  Proven experience managing critical incidents end-to‑end.
• Process Ownership:
  Ability to design, implement, and optimize ITSM processes.
• Strategic Leadership:
  Experience in setting vision and driving operational efficiency.
• People & Performance Management:
  Strong skills in team development, coaching, and KPI-driven performance improvement.
• Technical Breadth:
  Understanding of infrastructure and application domains.
• Executive Communication:
  Skilled in presenting complex issues to senior stakeholders.
• Data & Reporting:
  Proficiency in Excel and visualization tools for KPI dashboards.
• Global
  
  Collaboration:
  
  Lead multicultural teams under high‑pressure conditions.
• Composure Under Pressure:
  Calm and decisive leadership during major incidents.

• Bachelor’s degree in IT or related field (Master’s preferred).
• ITIL Certification (Intermediate or Expert level).
• 15+ years in ITSM leadership roles with major incident management experience.
• Expertise in ITSM tools (Service Now, Remedy) and audit frameworks.
• Strong skills in Excel, dashboard creation, and executive-level presentations.
• Availability for weekend and on-call coverage.

$170,000 - $282,500 Annual. The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the…