EMEA IT Operations Lead

In this role, you lead the EMEA IT Operations team to ensure stable, scalable, and secure office IT and AV infrastructure. You partner across regions and functions to drive reliability, governance, and proactive automation. You own incident response, change governance, and service metrics to enable continuous improvement. You will shape operational standards and runbooks while managing partner SLAs and risk documentation. This role offers a high-impact, autonomous leadership opportunity within a fast-moving tech environment.

• Own operational health, disaster recovery, and continuous improvement of EMEA IT infrastructure (LAN, WAN, wireless, AV) with high availability and business continuity.
• Govern escalations to internal teams as though managing external providers, enforcing SLA accountability and clear resolution quality.
• Drive regional observability and service performance using dashboards, alerts, and KPIs to optimize capacity and decision-making.
• Lead infrastructure hygiene, vulnerability remediation, and change governance (CAB) with proactive patching and audit-ready traceability.
• Build and deploy automation frameworks to reduce manual tasks and scale regional operations.
• Oversee ITSM ticket lifecycles with strict SLA adherence, prioritization, and stakeholder updates.
• Provide day-to-day leadership and hands-on SME input while defining standards, runbooks, and risk docs.
• Partner with cross-functional teams to elevate user experience and service maturity, representing EMEA IT.
• Manage and optimize agentic AI and automation workflows for baseline IT operations, including ticket triage and routine remediation.

• 3+ years leading enterprise IT infrastructure teams across multi-site and multi-country environments serving thousands of end users
• Strong attention to detail and ability to manage multiple tasks/projects
• Excellent written and spoken English
• Subject matter expert in infrastructure management: networking (LAN/WAN, routing, SD-WAN, VPN), scripting/automation, monitoring, AV, and workplace tech operations
• Highly proficient with ITIL, CAB participation, incident escalation, and infrastructure governance
• Demonstrated experience managing internal or external technical service partners with SLA ownership and cross-team accountability
• Comfort with change and ambiguity, pragmatic in approach

• detail-oriented
• multitasking
• clear written and verbal communication
• Networking (LAN/WAN, wired and wireless, routing, SD-WAN, VPN)
• Scripting and automation
• Monitoring and observability