As a Director of IT, you will lead SEON's Global IT & Systems Administration team, reporting to our SVP of Corporate Information Systems (CIS). You'll partner closely with People (onboarding/offboarding and employee experience), Workplace & Facilities (office technology and AV), Security (access governance), and SEON's COO on operational continuity across our offices.
WHAT YOU'LL DO- Own global IT service delivery, including help desk, ticketing, employee onboarding/offboarding, device provisioning, and SaaS and access management across all SEON offices.
- Establish and maintain SLAs on ticket response and resolution, resolving issues at your level before they escalate to leadership.
- Partner with People to close the gap between offer acceptance and day one, ensuring laptops, accounts, and access are ready before a new hire's first day.
- Build a role-based access matrix in partnership with People and Security, and identify and remediate shadow IT.
- Manage vendor relationships for on-premise infrastructure, AV, and networking across our offices, including office moves and buildouts.
- Build the knowledge base, SOPs, and self-service documentation the team needs to scale.
- Introduce automation and agentic tooling to deflect routine tickets, with the long-term goal of preventing tickets before they're created.
- Grow and develop a small, global IT team, prioritizing automation and capacity building before adding headcount.
- Partner cross-functionally with People, Workplace & Facilities, Security, and the COO's office on operational continuity.
WHAT YOU'LL BRING- Proven experience leading an IT function across multiple markets, not a single local office.
- A track record of turning reactive, ticket-driven IT operations into proactive, SLA-driven service delivery.
- Hands-on experience with employee lifecycle management: onboarding/offboarding, device and MDM management, and access provisioning.
- Vendor management experience for on-premise, AV, and networking infrastructure, including office builds and moves.
- Experience building knowledge bases, SOPs, and support processes from the ground up.
- Strong communication skills and a high sense of urgency, comfortable being the visible owner of IT issues at the company level.
AMAZING IF YOU ALSO HAVE- Experience deploying AI or automation for IT service management (agentic ticket deflection, workflow automation), beyond basic LLM use.
- Experience supporting IT across North America, APAC, and Europe.
- ITIL or similar service management framework experience.
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