Director of Local IT

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!

Job Description

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

The successful candidate will lead and develop a high-performing, globally distributed IT support organisation. This role is responsible for shaping and executing 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 programmes. This is an excellent opportunity to effect change within a global organisation to improve end-user experience, and contribute to the organisation's overall IT success.

Key Responsibilities

Leadership & 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 support experienceacross 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 programmes to enhance team capability and engagement.

End-User Experience & Service Excellence

• Champion a user-first approach, ensuring support 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-driven support solutions to enhance service efficiency and user empowerment.
• Drive the adoption of best practices in ITIL-based service management, ensuring standardisation and process optimisation.

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 support effectiveness.
• Lead problem management initiatives, identifying root causes of recurring issues and driving permanent fixes.
• Implement scalable support models that enhance service delivery, including remote, hybrid, and on-site support strategies.

Technology & Process Improvement

• Identify and implement emerging IT support 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 support quality.

Stakeholder Engagement & Cross-Functional Collaboration

• Partner with IT leadership and business stakeholders to ensure IT support aligns with broader organisational objectives.
• Serve as the key escalation point for high-impact IT support 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.

Required Competence

To be a successful Director of Local IT  you will be driven by user experience, with a passion for building great teams focussed on continuously improving standards of service across the function.

Core Competencies

• Strategic Leadership & Vision – Proven ability to define, implement, and lead a global IT support strategy that aligns with business objectives.
• Service Excellence & User Experience – Strong commitment to delivering high-quality, user-focused IT support services.
• Operational Efficiency & Performance Management – Expertise in IT service operations, incident management, and SLA adherence.
• People Development & Coaching – Skilled in mentoring and developing IT support teams, fostering leadership growth.
• Process Improvement & Simplification – Strong background in optimising ITSM workflows, automating processes, and enhancing efficiency.
• Collaboration & Stakeholder Management – Ability to engage with senior business leaders, IT teams, and service providers to drive IT support excellence.
• Change Management & Agility – Experience leading organisational and technological change, driving the adoption of new support models and tools.

Essential Qualifications:

• Educational Background:
  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience:
  • At least 8 years of experience leading operations in an end-user support environment, with a proven track record of leading transformation.
  • Minimum of 5 years in a leadership role, with experience managing stakeholders in a global organization.
• Technical Skills:
  • Strong understanding of ITIL framework and best practices, with experience in implementing and managing ITIL-based processes.
  • Experience with IT service management tools.
  • Knowledge of enterprise IT infrastructure, including networks, hardware, software, and cloud services.

Desirable Qualifications:

• Certifications:
  • ITIL certification (e.g., ITIL Foundation, ITIL Managing Professional).
• Industry Experience:
  • Experience working in a global enterprise software organisation.
• Process Improvement:
  • Experience with Lean, Six Sigma, or other process improvement methodologies.
  • Proven track record of driving operational efficiencies through automation and process optimization.
• Change Management:
  • Experience in leading 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.