Execution & Operational Discipline (Primary Accountability)

• Drive execution discipline across EMEA IT Operations, ensuring commitments, improvement actions, and initiatives are clearly defined, tracked, reviewed, and closed on time.
• Establish regional follow-up and accountability routines, proactively escalating and resolving delivery gaps.

Leadership & Manager Effectiveness

• Lead and develop managers and service professionals across EMEA, driving consistent expectations, feedback, follow-through, and team engagement.
• Implement structured leadership routines, including bi-weekly 1:1s, performance feedback cycles, and team execution reviews.
• Coach managers to improve support, clarity, and team engagement

Data-Driven Operations & Transparency

• Build and use dashboards to track service performance, workload, capacity, execution progress, and operational risks.
• Provide stakeholders with clear visibility on priorities and performance, using data to drive decisions and improvements.

Service Operations Excellence

• Ensure stable, high-performing IT services across EMEA, covering end-user services, field support, and incident/escalation management.
• Drive continuous improvement in service reliability, first-contact resolution, and recurring issue reduction while maintaining alignment with global IT standards.

Employee Experience & Engagement

• Improve employee experience through consistent delivery, support, and regional engagement action planning based on survey results.
• Communicate progress, ensure visible improvements, and strengthen manager support, feedback quality, and priority clarity.

Recognition, Development & Sustainable Performance

• Drive recognition and development practices that reward contributions, clarify growth opportunities, and support retention.
• Partner with HR on career development planning while actively addressing disengagement, attrition, workload, stress, and wellbeing risks.
• Implement targeted actions to create a sustainable, productive, and engaging work environment.

Stakeholder & Global Collaboration

• Act as the regional execution lead within global IT, collaborating with global service owners, Service Delivery Managers, and infrastructure, application, and security teams.
• Ensure EMEA requirements are represented and global standards are effectively implemented.

Supplier & Service Performance

• Monitor regional supplier performance, service quality, escalations, and SLA delivery.
• Provide operational input to Service Delivery Managers to support supplier governance.

Regional Readiness & Change Execution

• Ensure operational readiness for M&A activities, new site onboarding, technology rollouts, and organizational changes.
• Coordinate cross-team execution to enable smooth, timely delivery.

What makes you a good fit

Experience

• 8+ years in IT Service Operations / ITSM / Infrastructure or End-User Services
• Proven experience leading managers and distributed teams
• Demonstrated success in driving execution, accountability, and operational discipline
• Experience working in a global matrix organization
• Background in manufacturing or multi-site environments is a plus

Critical Capabilities

• Strong execution mindset with ability to turn plans into delivered outcomes
• Proven ability to enforce follow-through and accountability
• Experience improving manager effectiveness and team performance
• Ability to stabilize and improve low-engagement environments
• Data-driven decision-making with focus on action and outcomes
• Strong stakeholder management and communication skills (Fluent English skills are a prerequisite)

Leadership Expectations