Role Overview
We are seeking an experienced IT Infrastructure & Operations Lead to take ownership of the company's global technology foundation across regions and business units. This is a senior leadership role focused on modernizing IT operations, strengthening identity and access, improving service delivery, and building a strong foundation for AI-enabled ways of working.
This role goes well beyond traditional IT operations. The successful candidate will drive operational excellence, standardization, governance, and automation, ensuring technology services are delivered with consistency, transparency, and high quality. You will be a key control point for change management, security alignment, and service performance across the enterprise.
Key Responsibilities
Operational Excellence & Scalable Service Delivery
- Define and roll out a group-wide ticketing and service desk model with clear SLAs, KPIs, reporting, and real-time visibility.
- Shift the service desk from a reactive function to a proactive, prevention- and automation-driven operations hub.
- Design scalable support and outsourcing models for workplace, infrastructure, and cloud services where appropriate.
- Standardize operational processes across regions to ensure consistent, repeatable service delivery.
- Drive continuous improvement and AI-enabled automation across IT operations.
Identity & Access Modernization (Microsoft Entra)
- Lead the enterprise-wide modernization of identity and access using Microsoft Entra as the core platform.
- Define and enforce standards for SSO, MFA, conditional access, and identity lifecycle governance.
- Ensure all enterprise applications align to a consistent Entra-based authentication approach, fully integrated with modern workplace tools such as Teams and Copilot.
- Develop the identity roadmap to strengthen security, user experience, and AI readiness.
Knowledge Management, Data & AI Foundations
- Restructure and govern SharePoint and enterprise knowledge platforms to ensure proper classification, access, and retention.
- Align content governance across SharePoint, Oracle Fusion, Workday, Opera Cloud, Salesforce, and other enterprise platforms.
- Partner with Data and Security teams to extend Microsoft Purview into data cataloging, policy enforcement, and internal governance workflows.
- Build a clean, trusted information environment to support Copilot, Teams AI, and future automation initiatives.
