Head of IT Operations & Workplace IT

Role Overview

The Head of IT Operations & Workplace IT is a senior leadership role responsible for the stable, efficient, and continuously improving delivery of the company’s IT Operations and End‑User Services.
You lead a cross‑functional IT Operations organization and work closely with internal IT functions (IT Development, Infrastructure & Security, Data & Analytics) as well as external vendors to deliver reliable, user‑centric IT services across the company.

Your mission is to elevate IT Operations to the next maturity level by establishing strong ITIL‑based processes, developing your team into a service‑oriented organization, and aligning IT Operations with the company’s digital and operational goals.

Key Responsibilities

• Lead end‑to‑end IT Operations & Workplace Services, incl. Service Desk, EUC, Collaboration, and Conference Rooms

• Operate an ITIL‑4‑aligned service model across Incident, Problem, Change & CSI

• Drive service quality, SLAs, and KPI performance (MTTR, MTTA, CSAT, availability)

• Manage support teams (1st/2nd level), swarming models, and VIP support

• Own Major Incident handling, escalations, and stakeholder communication

• Oversee Workplace lifecycle: onboarding, provisioning, offboarding, asset return

• Lead IT Asset Management, incl. hardware/software lifecycle, licensing & CMDB

• Manage vendors, contracts & MSPs, ensuring performance, SLAs & budget control

• Operational ownership of M365, Teams, email, file services & productivity tools

• Drive automation, workflow optimization & self‑service in ITSM tools

• Ensure strong documentation, runbooks, SOPs & knowledge management

• Own budgeting, forecasting & cost transparency for Workplace & IT Ops

• Partner closely with Security, Architecture & Business on cross‑functional topics