As Vice President, IT Operations, you will be responsible for delivering the department’s mission of providing highly available, well-supported, and cost effective technology solutions into the hands of all members of the organisation in support of our educational mission. It combines the challenges of managing IT across a large scale network – thousands of different locations across many countries and tens of thousands of IT assets in those locations, most without direct network connectivity – with the need to provide the back-office IT necessary to support a growing multinational company.

• Oversee a comprehensive IT service management function, coordinating across all regional and shared services teams and across multiple channels. The IT Operations function should be equally adept at incident management and problem management, as well as knowledge management and change management.
• Refine key IT policies and processes, such as the field support model or asset management policy – and ensure those policies are both followed and evolve. This includes the development of detailed “playbooks” to provide detailed guidance on standard operating procedures.
• Establish KPIs for departmental performance, and then ensure transparent communication around and successful delivery against those measures.
• Develop IT strategy, roadmaps, and budgets that are linked to company objectives and support the strategic objectives of country leadership.
• Innovate the way we provide Tech support to schools, using data at scale, remote interventions, and a detailed understanding of operations on ground.
• Define the appropriate organisational structure within IT Operations for overall effective service delivery and operational excellence. This includes fostering teamwork, learning, and professional excellence across all members of the IT Operations department, as well as creating professional development frameworks that meet the needs of the employees and the company.
• Oversee the procurement of appropriate IT Assets, from defining end-user hardware and software catalogues, to supply chain activities related to procuring assets used in schools. This also involves partnering with other departments on the definition, piloting, and rollout of next generation IT hardware for our schools, from updated teacher tablets to thermal printers, pico projectors, and more.
• Collaborate with government partners to ensure our compliance with contractual and regulatory obligations on aspects like hosting and data governance.
• Ensure support offices have appropriate and high-functioning IT infrastructure.

• 15+ years of commercial IT experience, ideally across a number of different types of organisations, from startups to established enterprise companies. Experience with companies undergoing rapid growth is especially desirable.
• 5+ years experience directing IT Operations and managing teams.
• Significant experience with a global IT service management function.
• Experience managing large scale distributed device networks across multiple geographies, and ideally in environments with unreliable infrastructure.
• Formal knowledge of ITIL practices, especially ITAM (IT Asset Management) and ITSM (IT Service Management).
• Proven experience in IT infrastructure strategic planning and development, project management, and policy development.
• Familiarity with managing the IT infrastructure of physical offices.