IT Operations Director

IT Operations Director About the role

The Operations Director will be responsible for leading and managing the Onsite Services Group (OSG) function within their aligned portfolio of customers/services/region. The role is responsible for the operational delivery of OSG to the agreed contractual performance standards and other agreed service commitments. The Operations Director will play a critical role in driving operational excellence, optimizing service delivery processes, fostering a customer-centric culture, driving team engagement, and collaborating globally with a one team attitude and approach.

• Own the performance of assigned OSG teams and ensure service levels are met or exceeded.
• Track key performance metrics, analyze data and feedback, and identify opportunities to improve quality and efficiency.
• Lead issue resolution and escalations, partnering with General Services, HSE, Quality, or other teams to implement corrective actions.
• Maintain compliance with Quality, Health & Safety, and Environmental standards.
• Escalate service delivery risks, concerns, or performance challenges to FOS and Delivery Leadership.
• Participate in deal and contract governance, approving changes or highlighting risks.
• Ensure compliance with company processes, including expenses, overtime, mandatory training, and safety procedures.
• Drive continuous improvement initiatives, including process optimization, automation, and adoption of new tools and technologies.
• Partner with the Strategic Workforce Office to review, develop, and implement operational policies, procedures, and quality assurance measures.
• Lead initiatives that strengthen operational efficiency and align the department with CC and OSG strategic goals.
• Support department development projects in alignment with PIM and market trends.
• Build strong working relationships with Delivery Leaders, Service Managers, Senior Project Managers, customers, and partner teams, serving as a trusted advisor and escalation point.
• Collaborate with Sales, Project Management, GTS (LTS), Delivery Leadership, T&T, and other internal teams to support seamless service delivery.
• Manage the P&L and cost controls for your area; partner with Finance to develop and oversee budgets.
• Work with the Strategic Workforce Office to ensure staffing levels and skills meet operational needs.
• Provide clear leadership to OSG teams, setting goals, expectations, and behavioral standards aligned with CC values.
• Build a high-performance culture that supports team engagement, collaboration, and professional development.
• Coach Senior/Operations Managers to strengthen leadership capability and service expertise.
• Hold regular one-on-one meetings (at least quarterly) focused on development, training, and well-being.
• Address performance or behavioral issues promptly and effectively.
• Maintain consistent communication within the team, including recurring team meetings.
• Serve as backup for the Country Head when needed.

• 5+ years of leadership experience in IT managed services or a related international/global operational environment (e.g., service management, transition management, or operations management).
• Bachelor’s degree in business, Information Technology, or a related field; equivalent experience accepted.
• Proven experience managing geographically dispersed, virtual, and culturally diverse teams.
• Demonstrated experience implementing and operating IT Service Management (ITSM) frameworks such as ITIL.
• Strong understanding of IT technologies, products, and engineering/field operations, with onsite experience preferred.
• Track record of leading operational improvement initiatives, driving change, and delivering successful projects.
• Background in customer service; experience managing turnaround or loss-making contracts is an asset.
• Current knowledge of industry trends, emerging technologies, and best practices in IT service delivery.
• Proficiency with SAP, Microsoft Office, and Microsoft Teams.
• Fluent in English, with the ability to collaborate effectively across global teams.
• Legally eligible to work in the United States.
• Willingness to travel to managed locations and to participate in global leadership meetings as required
• Strong leadership capabilities with the ability to inspire, motivate, and develop teams.
• Excellent written and verbal communication skills, including the ability to work effectively with colleagues across different countries and cultures.
• Skilled at building strong relationships and networks internally and externally; persuasive and confident communicator.
• Proven ability to drive operational excellence, continuous improvement, and organizational change.
• Strategic thinker with the ability to translate strategy into actionable plans and execution.
• Strong analytical and problem-solving skills, capable of diagnosing issues and developing effective solutions.
• High level of commercial and financial acumen, with an understanding of operational cost drivers and business impact.
• Ability to prioritize work, manage…