Position Summary:
The Global IT Operations Director is accountable for the stability, resilience, and continuous improvement of enterprise IT operations across a global footprint, including network, data center, and telecom services. This role requires a technically credible leader who can manage a diverse operations team while remaining hands-on during critical incidents and escalations. The ideal candidate brings deep experience in Microsoft enterprise platforms, ITIL-aligned service management, disaster recovery, and operational process maturity within a mid-size enterprise environment.
Essential Duties & Responsibilities:
- Key Responsibilities
- Lead and develop a globally distributed, technically diverse IT operations team.
- Ensure reliable, secure, and scalable IT operations across infrastructure and end-user platforms.
- Design, implement, and mature ITIL-aligned ITSM processes (Incident, Problem, Change, Request, Knowledge).
- Establish andoperatean effective Major Incident Management (MIM) andon-call/escalation model across regions/time zones.
- Own Disaster Recovery (DR) and Business Continuity Planning (BCP), including documentation, testing, and continuous improvement.
- Provide operational leadership for Microsoft platforms: Azure, Microsoft 365, and Intune.
- Own and oversee core infrastructure operations: network (WAN/LAN/Wi Fi, internet circuits, firewalls), data centers/colocation (facilities coordination, racks/stack, power/cooling), telecom/voice, servers/compute, virtualization, storage, backup, and recovery.
- Drive monitoring/observabilitymaturity (alert quality, event correlation, runbooks) and reduce noise while improving detection time.
- Own operational governance for patching, vulnerability remediation, endpoint/server hardening, and configuration standards (in partnership with Security).
- Champion configuration management andaccurateasset/service inventories (CMDB), including dependencies required for DR and incident response.
- Own carrier and telecom/network vendor management, including circuit sourcing and renewals, SLA/OLA enforcement, cost optimization, and escalation through outages.
- Oversee vendor/managed service performance, including contract deliverables, service quality reviews, and escalation management.
- Establish and track operational KPIs, SLAs, and service health metrics; drive action based on trends and recurring issues.
- Map end-to-end operational processes and drive measurable, continuous improvement initiatives through standardization and automation.
- Communicate clearly with executive stakeholders on risk, stability, and operational performance.
- Build Power BI/Tableau dashboards for executive reporting on IT infrastructure health.
Travel:
QUALIFICATIONS:
Knowledge, Skills, and Abilities
Knowledge, Skills, and Abilities
- Strong knowledge of enterprise IT operations within mid-size to large global organizations.
- Strong technical knowledge of enterprise infrastructure technologies including WAN/LAN, Wi-Fi, internet circuits, firewalls, data center/colocation operations, telecom/voice systems, compute, virtualization, storage, backup, and endpoint management environments.
- Proficiencywith Microsoft Azure, Microsoft 365, Intune, and related Microsoft enterprise technologies.
- Knowledge of disaster recovery (DR), business continuity planning (BCP), recoveryobjectives(RTO/RPO), and operational resiliency practices.
- Knowledge of ITSM frameworks and ITIL-aligned operational processes, including incident management, change control, and service delivery best practices.
- Working knowledge of identity and access management concepts within Microsoft ecosystems, including Entra ID/Azure AD and operational security practices.
- Experience with monitoring, observability, and operational analytics tools, including alerting, dashboards, and trend analysis.
- Strong analytical and reporting skills withproficiencyin Excel and experience using Power BI or Tableau.
- Strong process mapping, documentation, standardization, and continuous improvement capabilities, including development of operational runbooks and knowledge practices.
- Strong leadership, vendor management, and cross-functional collaboration skills within global or multi-region environments.
- Excellent written and verbal communication skills, including the ability to translate technical operations into business impact for technical and non-technical stakeholders.
- Ability to balance strategic oversight with hands-on operational problem solving in fast-paced, production-critical environments.
- Ability to manage multiple priorities, drive operational discipline and automation, andmaintainservice quality within budget constraints.
- Strong project and program execution capabilities supporting infrastructure modernization, operational transitions, and continuous improvement initiatives.
Experience
- 8+ years of IT operations experience within mid-size to enterprise environments.
- Proven leadership experience managing global or multi-region IT operations teams.
- Hands-on experience supporting enterprise infrastructure, networking, telecom, virtualization, storage, backup, and Microsoft enterprise environments.
- Experience owning disaster recovery and business continuity planning initiatives.
- Experience building, implementing, or maturing ITSM platforms and ITIL-aligned operational processes.
- Experience managing vendors, managed service providers, and operational budgets.
- Experience supporting always-on, manufacturing, or production-critical environments preferred.
- Experience supporting security operations and identity management initiatives preferred.
- Experience leading infrastructure modernization projects, site deployments, and vendor transition initiatives preferred.
Education
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical field preferred.
- Equivalentcombination of education and relevant professional experience may be considered.
Certifications (Preferred)
- ITIL certificationpreferred.
- Relevant industry certifications such as CCNA, CCNP, Microsoft Azure certifications, or telecom/voice platform certifications are a plus.
