We are seeking an experienced and strategic IT Head to lead our global IT operations, service delivery, enterprise infrastructure, customer migrations, systems integration, and digital transformation initiatives across multiple international regions. The ideal candidate will possess extensive experience in managing enterprise technology environments, global support operations, cloud infrastructure, travel technology platforms, and cross-functional technology teams while ensuring operational excellence, security, and high customer satisfaction.
The IT Head will be responsible for defining and executing the organization's IT strategy, driving continuous service improvement, ensuring high availability of business-critical systems, and aligning technology initiatives with business objectives. This role requires strong leadership, stakeholder management, and the ability to manage geographically distributed teams across multiple time zones.
Key Responsibilities
- Lead global IT service delivery operations, ensuring high customer satisfaction, SLA compliance, and operational excellence across multiple geographies.
- Drive ITIL-based Incident, Problem, Change, and Service Management processes while acting as the primary escalation point for critical incidents and service disruptions.
- Manage enterprise support teams and geographically distributed technical resources, ensuring efficient delivery of infrastructure and application support services.
- Oversee enterprise IT infrastructure, including network operations, cloud platforms (AWS, Azure, GCP), servers, storage, virtualization, cybersecurity, and endpoint management.
- Lead customer migration projects, enterprise systems integration, API integrations, and digital transformation initiatives with minimal business disruption.
- Develop and implement business continuity, disaster recovery, backup strategies, infrastructure optimization, and technology standardization across global locations.
- Ensure compliance with IT governance, information security policies, regulatory requirements, and industry best practices.
- Collaborate with business leaders, regional stakeholders, customers, and technology partners to align IT initiatives with organizational goals.
- Manage technology vendors, negotiate contracts, monitor vendor performance, and optimize IT investments.
- Lead enterprise-wide technology projects, infrastructure modernization, cloud migration programs, and operational improvement initiatives.
- Mentor and develop managers, infrastructure teams, support engineers, and technical professionals while fostering a culture of innovation, accountability, and continuous improvement.
- Monitor operational KPIs, prepare executive dashboards and reports, and drive continual service improvement through data-driven decision-making.
- Develop and manage IT budgets, resource planning, technology roadmaps, and capacity planning to support business growth.
Required Skills
- Global Service Delivery Management
- ITIL Framework (Incident, Problem & Change Management)
- Enterprise Application Support
- API Integration & Systems Integration
- IT Infrastructure & Network Management
- Cloud Technologies (AWS, Azure, GCP)
- Cybersecurity & IT Governance
- Business Continuity & Disaster Recovery
- Vendor & Contract Management
- Customer Migration & Transition Management
- Project & Program Management
- Stakeholder Management
- Team Leadership & People Management
- Operational Excellence & Process Improvement
- Travel Technology Platforms
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- Master's degree (MBA/M.Tech) preferred.
- ITIL, PMP/PRINCE2, AWS/Azure/GCP, CISSP, CISM, or equivalent certifications are highly desirable.
Preferred Candidate Profile
- 15+ years of experience in IT Operations, Service Delivery, Technology Leadership, or Enterprise Infrastructure Management.
- Proven experience leading globally distributed IT teams across multiple international locations and time zones.
- Strong background in Travel Technology, Airlines, Hospitality, Travel Management Companies (TMCs), or related industries.
- Demonstrated success in customer migrations, enterprise systems integration, cloud transformation, and digital modernization initiatives.
- Excellent leadership, communication, stakeholder management, negotiation, and problem-solving skills.
- Ability to manage large-scale enterprise environments, drive innovation, and deliver high-quality technology services aligned with business objectives.
