Head of Area Operations Management (Europe & LATAM)

The Head of Area Operations Management defines the direction, enforces standardization, and manages the development of the operations and support function with its teams and staff, including a cross-market focus for increasing the value of IT for business and end-users. This individual aligns the direction by engaging and pushing for ongoing improvement with regional and headquarter-based stakeholders, ensures local and regional IT staff are integrated and developed for an ambitious, strong, and effective regional team (including external IT partners). The Head of Area Operations Management leads a unit of two teams and an additional two experienced IT managers, as well as 11 local IT managers (including their teams and dotted-line reports).

The Head of Area Operations Management ensures that defined service levels and high end-user satisfaction are met across the IT Area Europe & LATAM by utilizing and developing IT operations and support. In joint development with the Head of Infrastructure Management and the Head of Application Management roles in this Area, the person contributes to developing the area function as a role model.

LEAD AND DEVELOP TEAM

Leads a team of Team and IT Managers to provide high-quality IT service delivery, operations, and support. Integrates selected local IT Managers into IT Area delivery and operations processes. Develops skills for local IT Managers and external IT Support Professionals to meet business expectations. Ensures the team manages internal and external resource demands across markets and develops the organization accordingly.

PLAN AND EXECUTE

apture global and local requirements to continuously transform the IT services provided across the IT area. Plan and restructure teams and their responsibilities to adopt IT service delivery (e.g., GenAI). Manage the definition and execution of the IT roadmap with its ‘focus initiatives and key topics. Develop the capture and planning process for IT demands in alignment with the overall business planning processes. Collaboratively align and decide on directions with relevant business stakeholders and IT peers. Manage the delivery portfolio of new IT services or planned changes. Leverage and contribute to the development of steering and decision-making forums.

OPERATION AND SUPPORT MANAGEMENT

Steers the Area Service Desk function to its next level of maturity, balancing costs with benefits for end-users. Develops the ITIL operations and support processes desired for the Area role and strives to optimize their delivery. Leverages and enforces insights and QM services provided to optimize the generated output. Develops management reporting and the necessary organizational capabilities for a data-driven approach. Guides the management of the end-to-end lifecycle of IT end-user computing equipment.

Degree in Computer Science, Business Informatics, or equivalent experience

Strong IT management experience encompassing people, budget, service operations, support, and relationship management

Proven ability to manage customer service functions, and multiple stakeholder relationships across all levels, both internally and externally

Experience in planning and leading strategic initiatives across teams, with strong negotiation skills

Dedicated individual, with a can-do and team-oriented attitude, and a strong collaborative approach

Experience in using and leveraging insights and data from multiple sources

Due to legal reasons we are obliged to disclose the minimum salary according to the collective agreement for this position, which is EUR 3,471 gross per month. However, our attractive compensation package is based on market-oriented salaries and is therefore significantly above the stated minimum salary.

As an employer, we value diversity and support people in developing their potential and strengths, realizing their ideas and seizing opportunities. We believe passionately that employing a diverse workforce is central to our success. We welcome applications from all members of society irrespective of age, skin colour, religion, gender, sexual orientation or origin.