Vice President Tech Core (Global IT Infrastructure)
 

Purpose & Overall Relevance for the Organization:

The VP Tech Core will oversee the global IT infrastructure, ensuring the design, delivery and maintenance of high-quality services. This role is critical in managing networks, digital workplace tools and end-user services across offices, retail stores and distribution centres. With responsibility for a global team of ~130 FTEs the VP Tech Core ensures a secure, reliable and cost-effective IT infrastructure that supports business needs. The individual will champion innovation in service management, operational excellence and work closely with cross-functional teams to drive IT transformation.

Key Responsibilities:
1.    Leadership & Strategic Direction

• Develop and execute the global strategy for IT infrastructure and operations, ensuring alignment with overall business objectives and growth.
• Lead and mentor the Tech Core team, cultivating a high-performance culture focused on accountability, collaboration, and innovation.
• Manage an external services and project budget ensuring optimal resource allocation and cost efficiency.
• Partner with the Cybersecurity team to mitigate risks and ensure compliance with industry standards.

2.    Operational Excellence & Service Management

• Oversee all IT service management functions, including service desk operations, ensuring high levels of customer satisfaction and effective resolution of incidents.
• Develop and implement IT service management strategies, policies, and procedures to optimize operational efficiency.
• Optimize service delivery platforms to enhance efficiency, scalability, and user satisfaction.

3.    Network & Connectivity Management

• Lead global network management, ensuring the performance, security, and scalability of LAN, WAN, Wi-Fi, and cloud environments.
• Collaborate with external vendors to manage hosting solutions and ensure the availability and reliability of IT services across cloud and on-premise systems.
• Ensure adherence to Service Level Agreements (SLAs) and manage vendor relationships to guarantee service quality.

4.    Digital Workplace & End-User Services

• Drive the delivery of digital workplace tools, telephony systems, meeting room technologies, and first-level support to ensure seamless user experiences across global locations.
• Ensure continuous improvement in field services, hardware provisioning, and service desk performance to meet evolving business needs.
• Define and implement a comprehensive digital workplace strategy that supports business goals and encourages innovation.

 
5.    Global Project Delivery

• Lead a global portfolio of infrastructure projects, ensuring timely execution, cost efficiency, and alignment with business priorities.
• Establish and monitor key performance indicators (KPIs) to measure project success and overall operational effectiveness.

6.    Governance, Risk & Compliance

• Ensure that IT infrastructure complies with governance, risk, and regulatory requirements. Maintain proactive monitoring and risk management practices to safeguard the organization’s IT assets.

Key Relationships:

• Global IT Leadership
• Retail Tech, Distribution Tech, HR, and all business units using IT services
• External vendors and service providers
• Cybersecurity teams
• Finance and Procurement teams
• C-level executives for strategic alignment

Key Skills & Competencies:

• Leadership & People Management: Proven ability to lead large, global teams and foster a culture of performance and accountability.
• Service Management: Expertise in ITIL frameworks, with a focus on optimizing IT service management and delivery.
• Network Design & Architecture: Deep knowledge of network technologies, including cloud, Wi-Fi, WAN, and Firewalls.
• Vendor Management: Strong experience in negotiating contracts, managing external partners, and ensuring adherence to SLAs.
• Financial Acumen: Ability to manage large budgets and drive cost-saving initiatives while ensuring high-quality service delivery.
• Risk & Compliance: Experience in mitigating risks and ensuring IT infrastructure complies with governance frameworks

Requisite Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field; Master’s degree preferred.
• 15+ years of IT leadership experience, including at least 10 years in infrastructure management and IT service delivery.
• Demonstrated expertise in managing global IT operations, with a track record of driving efficiency and transformation.
• Strong international exposure, with experience managing cross-functional teams across multiple geographies.
• Proficient in English with excellent communication skills for engaging senior stakeholders.