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Sr. Director – Head of IT Operations

Information Systems
WD30077793210 Requisition #
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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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