Head of Service Operations (m/f/d)

Your tasks:
 

• Develop and coach a global team with the right mix of business knowledge, technical skills and competencies towards an agile organization
• Managing daily global infrastructure & application operations to ensure high availability, SLA targets and service operation KPIs are met
• Improve customer satisfaction from a service operations perspective and be key exchange with clients and internal departments
• Leading global infrastructure & application modernization and simplification effort including transition to cloud services
• Providing direction on what emerging technologies should be incorporated into infrastructure products and services to successfully deliver overall technology strategy
• Working with executive leadership team to establish and implement a strategy for ensuring a stable, secure, and cost-effective infrastructure
• Overseeing incidents resolution, working across functions and providing strategic input to ensure any underlying issues are fully remediated
• Grow and develop a global, high-performance operations teams and lead them to the next level
• Ensure cost control, forecasting and planning from maintenance perspective, including OPEX and CAPEX planning so budget and resource targets for Global Service Operations are met
• Follow Trusted Connected Devices Divisions process landscape and compliance requirements
• Ensure compliance and information security requirements are respected in service operations, be accountable for the operational audits like Security, data protection, GSMA and PCI/DSS
• Manage and provide oversight for infrastructure vendor and partner relationship

 
Your profile:
 

• University degree in engineering, business, or related fields 
• A minimum of 5 years of experience in managing service operations teams
• A minimum of 5 years successful service operations experience in the IT, Technology and/or Security Information systems industry
• Understanding of IT, cloud technologies and security information systems
• Experience from having a global, operational leadership roles
• Strong commercial experience with good understanding of strategy tools, competitive analysis, and financial business models
• Market knowledge of Telecommunication, OEM`s in the area of mobile devices
• Preferably MBA or equivalent experience 
• Preferably experience with security, data protection, GSMA and PCI/DSS audits
• Strong verbal and written communications skills, listening and teamwork skills, and effective presentation skills
• Entrepreneurial spirit and drive
• Fluent written and verbal English, and ability to work across cultures