Sr. IT Service Operations Manager

As Senior IT Service Operations Manager, you will lead IT Operations across EMEA to drive execution discipline and improve manager effectiveness while ensuring stable, scalable services. You bridge global IT strategy with regional delivery, rebuilding trust and accountability in the organization. You work to improve employee engagement and service reliability, blending leadership with hands-on governance. This role offers impact across a large, international IT landscape with a focus on transformation and continuous improvement. You will shape how IT Operations across EMEA delivers value for the business.

• Hybrid model of working
• Learning Academy
• LinkedIn Learning
• EMEA Mentoring Program
• international environment
• sustainability focus

• Drive execution discipline across EMEA IT Operations with clearly defined commitments and on-time delivery
• Establish regional follow-up routines, escalate and resolve delivery gaps
• Lead and develop managers and service professionals, driving consistent expectations and engagement
• Implement structured leadership routines and provide performance feedback
• Coach managers to improve support, clarity, and team engagement
• Build dashboards to track performance, workload, capacity, and risks
• Provide stakeholders with visibility on priorities and performance
• Ensure stable, high-performing IT services including end-user support, field support, and incident management
• Drive continuous improvement in service reliability and first-contact resolution
• Improve employee experience and engagement through region-wide action planning
• Drive recognition and development practices and support retention
• Partner with HR on career development and address disengagement and wellbeing risks
• Represent EMEA requirements in global IT and implement global standards
• Monitor regional supplier performance and support governance
• Coordinate readiness for M&A, site onboarding, technology rollouts, and organizational changes

• 8+ years in IT Service Operations / ITSM / Infrastructure or End-User Services
• Proven experience leading managers and distributed teams
• Track record of driving execution, accountability, and operational discipline
• Experience in a global matrix organization
• Background in manufacturing or multi-site environments is a plus
• Strong execution mindset and ability to drive outcomes
• Data-driven decision making with focus on action
• Strong stakeholder management and communication skills; fluent English

• strong leadership
• communication
• stakeholder management
• IT Service Operations / ITSM
• data-driven dashboards and metrics
• incident/escalation management