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.