Job Title
Director ICT Support
Function Description: Director ICT Support
Primary Location: Pune, India
Your Role
As the Director ICT Support, you lead Vanderlande's global ICT support, ensuring reliable and efficient ICT services while continuously accelerating improvements (a.o. using AI, automation and digital adoption). You and your teams are the face of ICT to all of Vanderlande's end-users: employees, contractors and external partners. As such, your role is key in organising and addressing end-user feedback.
Position within the Organisation
In the role of Director ICT Support, you report to the Executive Managing Director ICT. You are part of the ICT Leadership Team. The role has significant authority over the global support domain, including make-or-buy decisions, FTE allocation across support hubs, vendor renewals within delegated authority, support policies and standards, service delivery model changes and AI adoption strategy within the ICT Support function.
Role and Responsibilities
Global ICT Support
You lead global first- and second-line ICT support and continuously improve the worldwide ITIL-based support model. You ensure that support services meet agreed SLA requirements for response and resolution and drive end-to-end improvements, including third- and fourth-line support.
Service Automation and Shift-Left
You drive automation of standard ICT requests and develop shift-left capabilities that move appropriate activities towards self-service and support teams, reducing dependency on specialised Agile teams.
People Leadership
You lead and develop a globally distributed organisation of approximately 60 FTE across multiple specialised teams. Teams are located in the Netherlands, Germany, UK, France, Spain, Portugal, India, China, Australia, US and Canada.
Supplier and Financial Management
You own the relevant budget for people, licences and programmes. You make strategic make-or-buy decisions, manage suppliers and maintain strategic supplier relationships.
Regional ICT Leadership
In this role, you represent global ICT towards the US and Canada and participate in regional management activities.
End-user Satisfaction
You collect end-user feedback about ICT services and organise end-user communities, seminars, etc., to improve and explain the correct usage of ICT tools and services.
ICT Service Delivery
For initiatives with a significant impact on the end-user community, the ICT Support department will support the initiative in its worldwide embedding by being capable of explaining and supporting the initiative results. As such, the ICT Support Team acts as an important customer/stakeholder during the initiative.
What We Ask You to Bring
•Academic level, with an MSc preferred in IT, Business Administration or a related discipline
•Minimum 20 years of total experience
•10+ years' experience in IT operations, service management or related disciplines in an international environment
•Experience leading distributed, global teams; you have worked with different geographies and cultures
•Strong supplier and vendor management experience
•Experience leading organisational change and digital transformation
•Deep understanding of ITIL
•Proficiency in SAFe Agile
•Familiarity with AI, low-code, no-code and automation
•Excellent stakeholder management skills
•Excellent English communication skills, both verbal and written
•Willingness to travel (25%), depending on location
•Pune, India, is the primary and preferred location for this role
