Head of IT Operations

The Company is seeking a Head of IT Operations to lead and develop its IT operations center and strengthen the stable, secure, and efficient delivery of digital services. Responsibilities include overseeing monitoring, incident management, escalation, and emergency preparedness, while ensuring teams have effective processes, tools, and expertise for proactive, highly available operations. The role will develop the IT service management strategy, roadmap, and operating model, and advance practices in collaboration with process and practice leads. It will also promote service monitoring, automation, AIOps, and data-driven incident management, while aligning operational teams around a shared model and measurable improvements. Candidates should have relevant higher education in IT, technology, or management, or equivalent practical experience, along with leadership experience managing and developing multidisciplinary teams. Required experience includes mission-critical IT operations, incident management, emergency preparedness, and organizational development, transformation, or process improvement. Applicants should have practical knowledge of ITIL and core IT service management practices, and be able to turn strategic goals into priorities, deliverables, and measurable outcomes. Familiarity with observability and monitoring and event management is an advantage, as are certifications in ITIL, product management, Lean, or Lean Six Sigma.