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Sr. Director – Head of IT Operations

Information Systems
WD30077793210 Requisition #
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Senior Director – Head of Operations

What you will do

The Global Head of Operations is an experienced professional responsible for delivering end-to-end support in accordance with user service expectations, enterprise standards and local specifics for the different countries. By partnering with the business IT regional teams, end-users, technology and support groups, this leader ensures all incidents are analyzed, resolved and reported back within the promised timeframes.

To notice our end-user population is both JCI employees and customers in some cases. Therefore this leader will need to balance priorities and focus areas on daily basis to ensure our company brand reputation and future growth.

How you will do it

Ensure global and local requirements, no matter the technology, are properly mapped and considered in any global JCI technology strategy within the IT team. And the other way around… leverage all innovation and best practices are considered and translated across the globe.

Maximize usage of existing service strategy and teams to mitigate software, hardware, networking issues

Drive Troubleshoot/Triage of incidents to ensure they are promptly in the hands of the right support team. Ensure all incidents are resolved against SLAs

Report on health of the service desk, local Tech Huts and support teams using user experience, uptime and ticket-related performance metrics. 20% less incidents goal quarter by quarter.

Partner with IT and business personnel to discuss the impact of incidents on products and services

Track and report all open and closed incidents to leadership teams

Follow business support standards, processes and procedures, and guidelines for incident management. Drive a continuous improvement mindset back to the technology engineering and support teams so processes get adjusted if that helps improve user experience and/or portfolio simplification.

Evaluate trade-offs between issues using value, impact, and risk criteria

Assess and identify risks with existing IT landscape in the region (e.g. local server rooms or unmanaged devices). Escalate to leadership team and integrate into existing transformation activities (e.g. Data Center exit/Cloud transformation)

Proactively learn and train other staff members on new product and service technologies

Proactively assess organization maturity with regards to using technology and incorporate into broader enterprise training plan so our users know how to use technology and “how to” tickets to the technical support teams are avoided.

Reporting Line and Team Structure

The Head of IT Operations will be responsible for a ~30 JCI employees team and a ~200 consultants managed service through one of our strategic technology partners. All the Regional Ops and Service IT leaders will be direct reports. On top, this leader will be expected to be an active participant in a matrix, being connected to the Technology delivery teams and the office of the CTO.

Governance and Key Relationships

The Head of IT Operations works with the VP, IT Operations & CTO of JCI to determine the critical KPI’s for performance globally and if any specific for the ~1,500 locations. These KPI’s have to be meaningful and support the JCI business strategy so alignment to the Business CIO’s is also a must. This leader also works with regional/country-based IT teams to ensure technology is properly deployed, used and maintained with a target of 20% less incidents quarter by quarter as we simplify our applications portfolio and contemporize into the Cloud.


What we look for

A master’s degree in computer science, information management or related field, or equivalent work experience. Academic qualification or professional training in Agile, Lean Six-sigma or ITIL is also desired.

15 or more years of global work experience, preferably in IT management.

IT hands on experience in at least one technology domain, database and/or network ideally, so the candidate can quickly assess potential reasons for failures and drive teams towards prompt resolution.

10 or more years of progressive leadership experience in leading cross-technology teams and enterprise wide programs, operating and influencing effectively across the organization and within complex contexts.

Experience in achieving quantifiable IT Ops results by designing & tracking strategic metrics and scorecards, both technical and user satisfaction focus.

Technical Knowledge and Behavioral Skills

Strong interpersonal skills. Ability to work across multiple cultures and users/personas to influence and drive a pro-active mindset / prevention of e.g. user related issues by improved technology adoption.

Empathy for and identification with the leaders and employees in the organization affected by IT incidents. Strong service ethic. Passion for users’ satisfaction when using technology.

Demonstrable leadership. A proven track record of successfully resolving issues, or even better, apply lean six-sigma to reduce issues through a pro-active IT Ops culture.

Analytical skills. Outstanding analytical, ability to prioritize and quickly resolve problems.

Excellent oral and written communication skills. These skills will be used to explain digital concepts and technologies to users so technology is adopted and used properly.

Effective leadership skills. These skills include team building, consensus building, the ability to balance team and individual responsibilities, and achieving goals through others not directly under the leader’s supervision, by working ethically and with integrity.

Digital dexterity with consumer gadgets, apps, service management tools and other technology services, along with the vision to see how they can improve employee IT ops proactive mindset, agility and engagement.

Expertise with ITILv3, Kanban, Agile or related service delivery frameworks

Travel required: 30% regional/international as required

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