IT Director

Role Overview

The IT Director is responsible for leading enterprise technology operations within a shared services environment, ensuring the delivery of reliable, secure, and efficient IT services across multiple locations and business functions. This role oversees IT infrastructure, service desk operations, data and analytics services, automation initiatives, and technology strategy execution.

Reporting to the Head of Shared Services, the position requires a seasoned technology leader with strong experience in IT operations management, service delivery, digital transformation, and stakeholder engagement. The role is accountable for aligning technology capabilities with business objectives while driving operational excellence and continuous improvement.

Key Responsibilities

IT Operations Leadership

• Oversee day-to-day IT operations across multiple service locations and business functions.
• Ensure the availability, performance, security, and reliability of enterprise technology platforms, infrastructure, and networks.
• Manage technology assets, software licensing, and operational resources.
• Implement operational best practices to maximize service availability and efficiency.

IT Service Delivery & Support

• Lead IT support teams to provide effective and timely technical assistance to internal users.
• Establish, monitor, and improve service delivery metrics and service level agreements (SLAs).
• Drive continuous improvement of support processes through automation, training, and performance management.
• Ensure high levels of user satisfaction through effective incident and problem management practices.

Data, Analytics & Digital Services

• Lead initiatives related to data platforms, reporting solutions, and business intelligence capabilities to support data-driven decision-making.
• Drive automation programs that improve operational efficiency and streamline business processes.
• Evaluate emerging technologies, including artificial intelligence and automation tools, and identify practical applications to enhance business operations.
• Promote innovation and continuous improvement across technology and data services.

Technology Strategy & Leadership

• Develop and execute technology strategies aligned with organizational goals and operational priorities.
• Lead, mentor, and develop technology teams to foster a high-performance culture.
• Collaborate with business leaders to identify technology requirements and deliver effective solutions.
• Support long-term planning for technology investments, modernization initiatives, and operational improvements.

Vendor & Stakeholder Management

• Manage relationships with technology vendors, service providers, and external partners.
• Oversee contract negotiations and ensure vendor performance meets agreed service standards.
• Communicate technology initiatives, performance updates, and strategic priorities to leadership stakeholders.

Risk Management & Compliance

• Ensure technology operations comply with applicable regulations, policies, and governance requirements.
• Lead cybersecurity and information protection initiatives across the organization.
• Conduct risk assessments and oversee business continuity and disaster recovery planning activities.
• Implement controls and processes that strengthen operational resilience and security posture.

Qualifications

Required

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 10 years of progressive experience in IT, including at least 5 years in a leadership role.
• Proven experience managing IT operations, service desk functions, and enterprise technology services within a shared services or corporate environment.
• Strong knowledge of IT infrastructure, networking, cybersecurity, and enterprise systems.
• Experience implementing and managing IT service management practices and frameworks.
• Demonstrated leadership experience managing large teams and multi-functional technology operations.
• Strong communication, stakeholder management, and organizational leadership skills.

Preferred

• Experience supporting application management services (AMS) environments.
• Familiarity with business intelligence, automation, and emerging technology initiatives.
• Additional language capabilities are advantageous in regional or multinational environments.

Key Competencies

• IT operations and service delivery leadership
• Technology strategy and digital transformation
• Data, analytics, and automation initiatives
• Vendor and stakeholder management
• Cybersecurity and risk management
• Team leadership and organizational development
• Continuous improvement and operational excellence