Senior Business Advisor in Operational Excellence focusing on process improvement and efficiency in Claims. Collaborating with global teams to enhance customer service and deliver innovative solutions.
About the role
- Director of Technology Operations for IT Services overseeing full IT Operations function in a multi-site environment. Leading a growing IT Operations team with significant autonomy and responsibility.
Responsibilities
- Lead and continuously improve all IT operations capabilities, including:
- Help Desk (Level 1 & 2)
- IT Service Management (ITIL-aligned)
- Network Services
- IT Infrastructure & End User Computing
- Information Security & operational risk controls
- Build a high-performing, service-focused team and culture with clear accountability.
- Ensure robust coverage for operationally critical environments, including shift-based or call-centre aligned support needs.
- Partner with Operations leadership to understand workflows and ensure IT service models enable performance and customer experience.
- Develop and execute an IT operations strategy focused on consolidation, standardisation, and scalable service models.
Requirements
- 10+ years in IT Operations / Technology Operations leadership roles spanning multiple domains.
- Proven experience leading service delivery teams in operationally critical environments, ideally including call-centre/contact-centre settings.
- Strong experience across:
- IT Service Management (ITIL-based)
- Infrastructure & End User Computing
- Network Operations
- Security operations and governance
- Vendor and contract management
- Demonstrated success driving transformation: consolidation, scalability, cost efficiencies, and service quality improvements.
- Strong leadership presence with the ability to operate autonomously, influence stakeholders, and work cross-functionally.
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