IT Operations Director

About the role

As the IT Operations Director, you will play a pivotal role in overseeing and optimizing the technology operations we provide to our customers. Your primary responsibility will be to ensure seamless service delivery to our complex customer base. You’ll collaborate closely with cross-functional teams, manage critical infrastructure, and drive operational excellence.

Responsibilities:

• Service Delivery Management:
• Lead and manage the end-to-end service delivery process, ensuring high-quality services are provided to our complex customers.
• Develop and maintain strong relationships with key stakeholders, understanding their unique requirements and tailoring services accordingly.
• Understand the customer business and how service delivery needs to evolve to deliver value to the customer.
• Ensure compliance with contractual obligations.

• Operational Strategy and Planning:
• Define and execute the strategic vision for IT operations, aligning it with business goals and customer needs.
• Create and implement operational plans, policies, and procedures to enhance efficiency and effectiveness.
• Drive innovation and efficiency via automation and deployment of new technologies
• Promote the development of an DevOps culture within the team to continuously strive for improvement.

• Infrastructure and Systems Management:
• Oversee the design, deployment, and maintenance of the infrastructure, in line with Orange strategic value propositions.
• Ensure the comprehensive hand-over to operations is performed for all services in scope to ensure a smooth operational performance.
• Support the adoption of new products, even if not entirely productised, by promoting an agile approach towards service delivery.
• Ensure robust security measures are in place to protect customer data and systems.

• Vendor Management and Procurement:
• Collaborate with Orange sourcing and vendors to negotiate contracts, manage service-level agreements (SLAs), and optimize costs.
• Support Sourcing in the evaluation and selection of technology solutions that align with customer requirements.

• Incident and Problem Management:
• Establish incident response protocols, monitor system performance, and resolve critical incidents promptly.
• Implement proactive measures to prevent recurring issues.
• Drive continuous improvement in incident and problem management, focusing on reduction of business disruption and improvement of MTTR.
• Lay the foundations for a paradigm shift from reactive incident management to a predictive/preventative approach, by leveraging on data analysis generated by monitoring systems.

• Capacity Planning and Scalability:
• Forecast resource requirements based on customer demand and growth projections.
• Ensure not only the level of effort but also the skills and experience requirements are fully understood by the resource managers.
• Scale infrastructure and services to accommodate changing needs.
• Adopt a strong RoI approach towards investment in resources and technology to ensure the profitability of the account is not impacted negatively.

• Process Improvement and Automation:
• Identify opportunities for process optimization and automation.
• Adopt a DevOps approach towards the evolution of the service to drive continuous efficiencies.
• Streamline workflows to enhance operational efficiency.

• Risk Management and Compliance:
• Mitigate operational risks related to service disruptions, data breaches, and compliance.
• Ensure adherence to industry standards and regulatory requirements.

• Team Leadership and Development:
• Lead a team of IT professionals, fostering a collaborative and innovative work environment. This could either be a direct line management function or virtual management of a geographically distributed team.
• Provide mentorship, coaching, and professional development opportunities.

About you

• Proven track record in overseeing complex IT operations and systems.
• Deep understanding of ITIL processes
• Deep understanding of Agile and DevOps methodologies
• Strong understanding of telecoms and IT infrastructure, cloud services, security, and software platforms, including Infrastructure as a code.
• Strong understanding of enterprise tooling for ITSM, monitoring and AIOps.
• Exceptional leadership, communication and decision-making abilities.
• Familiarity with service provider environments and customer centric service delivery.
• Strong verbal and written communication skills to effectively convey information, provide guidance, address customer inquiries and concerns and foster positive business relationships.

What we offer:

• An opportunity to join a forward-thinking company and work alongside industry experts
• Competitive salary and commission scheme
• A supportive and friendly work environment, working alongside industry experts
• Company events several times per year
• International workplace
• Hybrid working environment
• Flexible working hours
• Permanent employment contract
• and much more....