Head of IT Infrastructure - Operations Management

The Head of IT Operations is a senior leadership role responsible for IT Operations globally across all divisions, regions and countries. The Head of IT Operations works closely with IT senior management and key stakeholders identifying and implementing cost-effective IT Operations
This role leads the Global IT Operations team, ensuring secure, scalable, and high-performing IT services that support the company’s digital and operational goals.

The position combines strategic planning, operational excellence, and stakeholder engagement to deliver resilient and future-ready IT Operations.

Roles and Responsibilities:

• Accountable for the IT Operations globally across all regions and countries with respect to GEA IT Service Portfolio.

Strategic Direction & Service Management

• Define Operations Strategy roadmap in alignment with GEA overall Strategy. 

• Creates and implements IT policies and procedures that enable strong IT Operations and mitigate risks.

• Define Operation acceptance criteria for projects during service transition. 

• Manage operationally internal and external service providers on a global level. 

• Manage and organize 24/7 operations center

• Suppor business continuity plans and disaster recovery as well as provide the recommendation and implementation of new investments within the IT infrastructure and services.

• Drive initiatives towards service excellence (content, quality & cost), standardization and innovation.

Vendor Management

• Engage regularly with vendors and service providers. Manages challenging customer escalations and non-conformities.

Budget Management

• Budget Ownership: Responsible for the overall Budget of the IT Operations team

People & Organizational Leadership

• Lead the global IT Operations Management team. For team members in the same location or for IT staff outside of IT hub locations, provide disciplinary leadership, including performance management and development planning. For team members at an IT hub location, provide functional leadership and input for performance management and development planning to the respective Divisional IT Lead.

• Bachelor or Master’s Degree in information technology/ Computer Science / Engineering, Business Administration, or a related technical discipline

• ​​Proven experience (typically 7+ years) in in IT Service Delivery / IT Operations / IT Architecture, with at least 5 years in a leadership role

• ​​5 Years’ experience in provider management and dealing with multiple suppliers. 

• Experience in handling and leading interdisciplinary and intercultural teams 

• Deep understanding of service performance for service set-up and architecture  .

• Profound understanding of ITIL operational processes 

• ​​​Strong interpersonal skills in communication, collaboration & Negotiation skills at different levels (customers, Suppliers). ​

• Exceptional collaboration and partnering skills. 

• ​Leadership skills and ability to supervise and inspire teams, promoting their professional growth.

• ​Strong ability to manage in dynamic, high-growth, high-uncertainty environments, balance conflicting interest and assess and take decisions.​​​