Director, IT Operations

• Build and lead a high-performing global IT operations team, including managers, specialists, and project leads.
• Define and evolve team structure, roles, and responsibilities to align with business and technology needs.
• Set clear performance objectives, track KPIs, and lead performance reviews and development plans.
• Foster a collaborative and accountable culture that promotes excellence, innovation, and continuous improvement.
• Mentor and grow team members to support succession planning and long-term capability development.

• Lead global IT operations service delivery with a focus on service stability, risk mitigation, and user experience.
• Own and mature core ITIL processes, including incident, problem, and change management, ensuring robust root cause analysis and continuous improvement.
• Manage and govern the IT asset lifecycle, including hardware/software inventory, licensing, and optimization.
• Drive performance management through SLAs, KPIs, and analytics across IT service delivery.
• Ensure compliance with global regulatory and internal standards across all operational functions.
• Promote the use of automation tools and technologies to increase efficiency, consistency, and scalability of operations.

• Lead global cross-functional IT programs, ensuring timely and cost-effective execution of projects involving collaboration tools, digital workplace, and enterprise services.
• Own and lead IT delivery for global new office buildouts and expansions, including planning, network connectivity, AV, security systems, and employee technology readiness.
• Lead IT efforts in M&A activities, from due diligence through post-merger integration, ensuring smooth onboarding, infrastructure alignment, and service harmonization.
• Partner with internal project and program managers to track milestones, mitigate risks, and deliver consistent outcomes across geographies.

• Contribute to the development and execution of the IT operations roadmap in alignment with organizational and technology goals.
• Lead efforts around operational governance, including vendor management, risk controls, and cost optimization.
• Champion structured service delivery methodologies, process automation, and continuous improvement initiatives.

• Partner with Security, Infrastructure, Engineering, PMO, and business units to ensure cohesive delivery of IT services.
• Serve as an escalation point for operational issues and a key stakeholder in service strategy and user experience initiatives.

• 10+ years of experience in IT operations or service management, including leadership roles with global accountability.
• Demonstrated expertise in implementing and managing ITIL-based processes, including problem management, change control, and service governance.
• Experience managing global IT asset programs and leading service improvement initiatives.
• Proven success in managing and developing globally distributed technical teams.
• Experience leading IT aspects of M&A transactions, from technical due diligence to post-merger integration.
• Experience managing IT delivery for global office buildouts or workplace expansion projects.
• Strong understanding of:

• Enterprise infrastructure (e.g., networking, endpoint management, identity)
• Public cloud platforms (e.g., AWS, Azure)
• SaaS ecosystems (e.g., Microsoft 365, Okta, ServiceNow)
• Automation tools and technologies for workflow orchestration and operational efficiency
• Excellent communication, leadership, and cross-functional collaboration skills.

• Experience with global digital workplace or operational transformation projects.
• Familiarity with regulatory frameworks such as ISO 27001, SOC 2, and GDPR.
• Certifications: ITIL, PMP, or other relevant credentials.
• Practical experience with tools such as ServiceNow, JAMF, Okta, and Microsoft 365.

CyberArk