IFS is a billion-dollar revenue company with 6000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you are passionate about driving change and making an impact, we invite you to join Team Purple and contribute to our success!

IT Operations is the primary interface between IT and users across our organization. We are seeking a Director of Local IT to transform Local IT Support into a modern, data-driven and highly automated service, obsessed with the delivery of high-quality, user-focused services.

The successful candidate will guide and develop a high-performing, globally distributed IT support organization. You will shape and execute a strategic vision that ensures seamless, high-quality end-user support while driving efficiency, innovation, and continuous improvement across all regional teams.

The ideal candidate is customer-focused, proactive, and passionate about IT service delivery. You should have a strong background in transforming IT operations, and leading cultural transformation programs. This is an excellent opportunity to effect change within a global organization to improve end-user experience and contribute to the organization’s overall IT success.

Team Development

• Lead, mentor, and develop a team of Local IT Support Managers, ensuring alignment with business and IT goals.
• Define and drive the global end-user support strategy, ensuring a consistent, high-quality experience across all locations.
• Foster a culture of continuous improvement, accountability, and innovation, enabling team managers to develop their teams effectively.
• Establish clear career progression paths and skills development programs to enhance team capability and engagement.

End-User Experience & Service Excellence

• Champion a user-first approach, ensuring services are proactive, efficient, and aligned with business needs.
• Monitor and improve first-contact resolution rates, SLA compliance, and customer satisfaction metrics, ensuring service excellence.
• Oversee the implementation of self-service tools, automation, and AI-focused solutions to enhance service efficiency and user empowerment.
• Drive the adoption of best practices in ITIL-based service management, ensuring standardization and process optimization.

Operational Excellence & Performance Management

• Define and track KPIs and service performance metrics, using data insights to drive continuous improvement.
• Establish a robust reporting framework, ensuring visibility into service trends, team productivity, and overall effectiveness.
• Guide problem management initiatives, identifying root causes of recurring issues and driving permanent fixes.
• Implement scalable models that enhance service delivery, including remote, hybrid, and on-site strategies.

Technology & Process Improvement

• Identify and implement emerging technologies, driving automation, AI integration, and process simplification.
• Ensure the IT support function remains agile and adaptable, continuously improving workflow efficiencies and service delivery models.
• Oversee knowledge management initiatives, ensuring a strong internal knowledge base to reduce resolution times and enhance quality.

Stakeholder Engagement & Cross-Functional Collaboration

• Partner with IT leadership and business stakeholders to ensure alignment with broader organizational objectives.
• Serve as the key escalation point for high-impact IT issues, ensuring swift resolutions with minimal disruption.
• Work closely with IT security, infrastructure, and application teams to ensure a cohesive, seamless IT experience for end users.
• Champion IT support as a business enabler, demonstrating its value through measurable outcomes and service improvements.

Qualifications

• Educational Background:

• University qualifications in information technology, Computer Science, or a related field.

• Expertise:

• Proven ability leading operations in an end-user support environment, with specific transformation leadership expertise.
• Proven ability managing stakeholders in a global organization.

• Technical Skills:

• Strong knowledge of ITIL framework and best practices, with expertise in implementing and managing ITIL-based processes.
• Expertise with IT service management tools.
• Knowledge of enterprise IT infrastructure, including networks, hardware, software, and cloud services.

• Certifications:

• ITIL certification (e.g., ITIL Foundation, ITIL Managing Professional).

• Industry Expertise:

• Global enterprise software organisation.

• Process Improvement:

• Lean, Six Sigma, or other process improvement methodologies.
• Proven ability in driving operational efficiencies through automation and process optimization.

• Change Management:

• Expertise in directing change management initiatives, particularly in the context of IT operations and service delivery.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.