Vice President Tech Core (Global IT Infrastructure)
Purpose & Overall Relevance for the Organization:
The VP Tech Core will oversee the global IT infrastructure, ensuring the design, delivery and maintenance of high-quality services. This role is critical in managing networks, digital workplace tools and end-user services across offices, retail stores and distribution centres. With responsibility for a global team of ~130 FTEs the VP Tech Core ensures a secure, reliable and cost-effective IT infrastructure that supports business needs. The individual will champion innovation in service management, operational excellence and work closely with cross-functional teams to drive IT transformation.
Key Responsibilities:
1. Leadership & Strategic Direction
* Develop and execute the global strategy for IT infrastructure and operations, ensuring alignment with overall business objectives and growth.
* Lead and mentor the Tech Core team, cultivating a high-performance culture focused on accountability, collaboration, and innovation.
* Manage an external services and project budget ensuring optimal resource allocation and cost efficiency.
* Partner with the Cybersecurity team to mitigate risks and ensure compliance with industry standards.
2. Operational Excellence & Service Management
* Oversee all IT service management functions, including service desk operations, ensuring high levels of customer satisfaction and effective resolution of incidents.
* Develop and implement IT service management strategies, policies, and procedures to optimize operational efficiency.
* Optimize service delivery platforms to enhance efficiency, scalability, and user satisfaction.
3. Network & Connectivity Management
* Lead global network management, ensuring the performance, security, and scalability of LAN, WAN, Wi-Fi, and cloud environments.
* Collaborate with external vendors to manage hosting solutions and ensure the availability and reliability of IT services across cloud and on-premise systems.
* Ensure adherence to Service Level Agreements (SLAs) and manage vendor relationships to guarantee service quality.
4. Digital Workplace & End-User Services
* Drive the delivery of digital workplace tools, telephony systems, meeting room technologies, and first-level support to ensure seamless user experiences across global locations.
* Ensure continuous improvement in field services, hardware provisioning, and service desk performance to meet evolving business needs.
* Define and implement a comprehensive digital workplace strategy that supports business goals and encourages innovation.
5. Global Project Delivery
* Lead a global portfolio of infrastructure projects, ensuring timely execution, cost efficiency, and alignment with business priorities.
* Establish and monitor key performance indicators (KPIs) to measure project success and overall operational effectiveness.
6. Governance, Risk & Compliance
* Ensure that IT infrastructure complies with governance, risk, and regulatory requirements. Maintain proactive monitoring and risk management practices to safeguard the organization’s IT assets.
Key Relationships:
* Global IT Leadership
* Retail Tech, Distribution Tech, HR, and all business units using IT services
* External vendors and service providers
* Cybersecurity teams
* Finance and Procurement teams
* C-level executives for strategic alignment
Key Skills & Competencies:
* Leadership & People Management: Proven ability to lead large, global teams and foster a culture of performance and accountability.
* Service Management: Expertise in ITIL frameworks, with a focus on optimizing IT service management and delivery.
* Network Design & Architecture: Deep knowledge of network technologies, including cloud, Wi-Fi, WAN, and Firewalls.
* Vendor Management: Strong experience in negotiating contracts, managing external partners, and ensuring adherence to SLAs.
* Financial Acumen: Ability to manage large budgets and drive cost-saving initiatives while ensuring high-quality service delivery.
* Risk & Compliance: Experience in mitigating risks and ensuring IT infrastructure complies with governance frameworks
Requisite Education & Experience:
* Bachelor’s degree in Information Technology, Computer Science, or related field; Master’s degree preferred.
* 15+ years of IT leadership experience, including at least 10 years in infrastructure management and IT service delivery.
* Demonstrated expertise in managing global IT operations, with a track record of driving efficiency and transformation.
* Strong international exposure, with experience managing cross-functional teams across multiple geographies.
* Proficient in English with excellent communication skills for engaging senior stakeholders.