IT Operations Zone Leader

Lockton IT is transforming its operating model to provide Level 2 engineering support for all operating properties across the globe. The new model provides continuous support by dividing the globe into three zones. Lockton is currently seeking to fill the role of Operations Leader supporting the Americas (North, Central, South, and the Caribbean).

The Operations Leader reports to the SVP of Global Operations and is a key member of the global IT Operations leadership team. This role will have two peers who will provide similar support in other zones across the globe: Zone 1 - Australia, New Zealand, Hong Kong, China, Thailand, and Singapore; Zone 2 - UK, Europe, Middle East, and Africa; Zone 3 - the Americas (North, Central, South, and the Caribbean). The Operations Zone Leader is responsible for ensuring operational excellence across the globe and must continue to adjust and support scalable operations to meet aggressive company growth. This role works closely with our global vendor partner, who runs and maintains the majority of Lockton's global infrastructure estate and services, as well as each country's local IT leaders and other regional operations leaders to ensure seamless operations across all time zones, 24 hours a day x 7 days a week x 365 days a year.

IT Operations Zone Leader responsibilities

Operational Responsibilities

• Manage a global outsourced vendor delivering Level 2 support and operations services across the globe (Level 1 handled in-country, Level 2 handled by global operations vendor, Level 3 handled by the vendor and/or Global Architecture team). Includes advocating for all of Lockton's zones and ensuring the vendor is delivering world-class services.
• Ensure the global systems environment (Microsoft 365, MS Azure, DR. Cirrus, File Systems, Escalations, UCaaS, Migrations to the Cloud and all Major Infrastructure ) is available for all of Lockton's global regions.
• Work with local IT leaders in the zone to understand pain points and address any issues with the global operations vendor.
• Work with IT leaders in the zone to drive efficiencies to the operating model. Champion those changes with the other zone leaders to create a consistent IT Operations model.
• Participate in the creation of a multi-year operation strategy aligned with the overall IT strategic direction.
• Supply timely feedback on operational problem management findings.
• Implement and manage efficient operational processes and standards as measured by key performance indicators.
• Create a strong and trusted relationship with the IT Leaders in the supported zone and with the dedicated, delegated, and shared resources from the operations third-party vendor.
• Responsible for in-country service desk coordination to and from the third-party operations vendor, ensuring two-way communication is timely, accurate and with the correct level of detail.
• Oversee operations expenses and budgeting related to the global operations budget to help the organization optimize costs and benefits.

Leadership Responsibilities

• Operate as an engaged partner on the IT leadership team, challenging norms and driving the organization to deliver on commitments.
• Build and maintain relationships with in-country IT leaders, vendors, key business executives and their teams, developing a clear understanding of business needs and priorities.
• Drive change across the organization.
• Mentor and motivate teams to achieve productivity and build engagement.
• Manage contracts and relations with vendors, partners, and other stakeholders.

Required Skills and Experience:

• Minimum of 10 years' experience successfully leading IT operations teams.
• Minimum of 5 years' experience working in a global operations environment.
• Demonstrated experience managing a global vendor to meet service level expectations across multiple regions.
• Experience leading a highly matrixed, global environment with multi-vendor delivery model.
• Ability to develop rapport and strong relationships with each country's local IT leader, vendors in a multi-cultural environment.
• Problem solving mindset, analytical mind capable of breaking problems down and engage teams to find solutions.
• This position will support a zonal team and the candidate must be able to travel within the zone in question.
• Must be willing take courses to learn Spanish or already have fluency. Understanding of Portuguese is a plus.

Preferred Skills and Experience

• Diverse background across IT disciplines.
• Proven ability to lead at an executive level.
• Excellent communication, negotiation, interpersonal and consultative skills to work effectively with vendors, peers, and IT management and staff, across all levels of the organization.
• Willing to be hands-on leader and capable of navigating internal networks to build consensus across teams.
• Open-minded, self-starter with a passion to learn and drive solutions and/or resolution to problems.
• Proven ability to drive change across an organization.