IS Regional Operations Manager - EMEA

Summary:

This position focuses on overseeing Information Systems (IS) Operations service delivery across the EMEA region, ensuring operational performance and customer satisfaction while acting as the primary regional contact for incident management and communication.

Main Responsibilities:

This role entails managing and improving the IS Operations service delivery within the EMEA region to enhance performance and ensure satisfaction.

• Manage IS Operations service delivery within the EMEA region.

• Coordinate with Global IS Product Operation Manager and Central Services Teams for operational stability.

• Act as primary contact for major incident management and SLA/KPI tracking.

• Drive operational excellence and continuous improvement within the region.

• Oversee service delivery communication with business partners.

• Identify risks and provide corrective maintenance for major incidents.

• Ensure effective handovers of projects following Build-to-Run framework.

• Manage relationships with external vendors and service partners.

• Validate operational readiness for change implementations.

• Monitor EMEA IS resources for operational efficiency.

Key Requirements:

• Bachelor’s or master’s degree in information systems, Computer Science, or equivalent.

• ITIL V3 or 4 certifications.

• 6-8 years of IT Operations experience, with 3 years in service delivery management.

• Experience managing SLAs and KPIs in IS service context.

• Strong understanding of ITSM processes.

• Experience with monitoring and ticketing tools.

Nice to Have:

• Project Management certifications (e.g., PMP, PRINCE2).

• Familiarity with ERP (SAP) and integration platforms.

• Proficient communication skills in English.