Head of IT Command Centre

Overview

The Head of IT Command Centre provides strategic and operational leadership to maintain production stability and service continuity across the enterprise.

Key Responsibilities

• Executive shield for all production operations; defines strategy, drives operational efficiency, and ensures reactive and proactive measures deliver measurable results.
• Leads a team of 50+ professionals, manages vendor relationships, and establishes KPIs and performance metrics to continuously improve service reliability and operational resilience.
• Develops and executes strategies for production stability and service continuity, optimizes processes and automates to drive efficiency.
• Owns Major Incident Management globally: lead and manage major incident handling, enforce standards, reduce MTRS, and prevent recurrence.
• Owns end‑to‑end ITSM processes (Incident, Request, Change Management), ensuring alignment with ITIL and continuous workflow refinement.
• Builds and mentors high‑performing teams: career development, succession planning, and performance management.
• Operates a 24/7 technical bridge for incidents and governs high‑impact events and weekend changes, ensuring risk mitigation.
• Maintains audit readiness, leads remediation, and presents compliance to auditors.
• Manages vendor relationships and oversees shift coverage for 24/7 operations.
• Delivers executive reporting and analytics via dashboards to senior leadership.
• Availability for weekend and on‑call coverage.

Skills & Competencies

• ITSM Expertise: profound knowledge of ITIL processes and audit compliance.
• Major Incident Leadership: proven end‑to‑end incident management experience.
• Process Ownership: capability to design, implement, and optimize ITSM workflows.
• Strategic Leadership: vision setting and operational efficiency.
• People & Performance Management: team development, coaching, KPI drive.
• Technical Breadth: understanding of infrastructure and application domains.
• Executive Communication: ability to present complex issues to senior stakeholders.
• Data & Reporting: proficiency in Excel and visualization tools for KPI dashboards.
• Global Collaboration: leading multicultural teams in high‑pressure scenarios.
• Composure Under Pressure: calm, decisive leadership during major incidents.

Education & Preferred Qualifications

• Bachelor’s degree in IT or related field (Master’s preferred).
• ITIL Certification at Intermediate or Expert level.
• 15+ years of ITSM leadership with major incident management.
• Expertise in ServiceNow, Remedy, and audit frameworks.
• Strong Excel, dashboard creation, and executive‑level presentation skills.
• Availability for weekend and on‑call coverage.

Salary

Salary Range: $170,000 – $282,500 annually. The quoted range applies to the primary location; ranges may differ if the role is elsewhere.

Benefits

• 401(k) plan with company match.
• Health, dental, vision, life, and long‑term disability coverage.
• Paid time off: vacation, sick leave, short‑term disability, and family care.
• Employee Assistance Program.
• Incentive compensation: eligibility for annual performance‑based awards (excluding certain sales roles).
• Eligibility for tax‑advantaged savings plans.

Equal Opportunity Employer

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.