Head of Global IT Operations

Role Summary

The Director of Global IT Operations is a hands-on technical and operational leader responsible for ensuring the reliability, performance, and scalability of all global IT services across the U.S., Malaysia, and the Philippines. This role manages a 24/7 distributed support model, leads high-performing teams across multiple time zones, and drives operational excellence during a period of hyper-growth and global expansion.

This leader must be able to manage people, processes, and technology, while also directly contributing to complex engineering tasks, scripting, architecture, and troubleshooting. The Director blends strategic oversight with real technical depth ensuring the entire IT operations function is aligned, mature, and continuously improving.

Key Responsibilities

1. Global Operational Leadership & Team Management

2. Lead distributed IT operations teams across the U.S. and Southeast Asia with clear expectations, accountability, and communication.

3. Manage a 24/7 global support model using a follow-the-sun approach; ensure seamless shift handoffs and consistent service quality.
4. Handle conflicting priorities, urgent escalations, and unexpected issues with calm, decisive leadership.
5. Build a strong team culture across diverse regions, ensuring consistent performance and shared standards.

6. Mentor and develop IT leaders, team leads, and senior engineers across all regions.

7. Hands-On Engineering & Automation

8. Utilize advanced PowerShell scripting to automate identity, endpoint, and operational workflows.

9. Act as Tier-3 escalation for critical issues involving identity (Entra ID), M365, network, and endpoint platforms.
10. Design and implement automation, hardening policies, provisioning processes, and systems integrations.

11. Support architectural decisions around M365, device management, identity governance, and network reliability.

12. Service Delivery Excellence & ITIL Maturity

13. Own Incident, Request, Change, Problem, Asset, and Configuration Management processes.

14. Develop and enforce SLAs, KPIs, escalation paths, and service reporting standards for all regions.
15. Improve knowledge management, documentation, and self-service capabilities across the organization.

16. Oversee the Helpdesk function, with responsibility for its future evolution into a standalone department.

17. Infrastructure, Endpoint & SaaS Operations

18. Oversee global infrastructure and endpoint operations, including M365, Intune, device compliance, VPN, and collaboration platforms.

19. Ensure network reliability and access management across all global office locations and remote workers.

20. Work closely with Security to maintain strict configuration baselines, patching cadence, and identity governance.

21. Vendor Management

22. Manage external vendors, ensuring SLA compliance and cost-efficient service delivery.

23. Oversee device lifecycle, software renewal cycles, licensing health, and budgetary alignment.

24. Governance, Policy & Cross-Functional Collaboration

25. Operationalize IT policies across all regions; enforce access controls, device standards, onboarding/offboarding consistency, and data handling expectations.

26. Collaborate with Security, IT Programs, Development, HR, People Ops, and Finance to align operational execution with broader organizational needs.
27. Provide regular performance dashboards, risk insights, and operational reports to the executive team.

Required Qualifications

• 7+ years leading IT operations teams, including multi-region or global operations.
• Experience managing 24/7/365 support environments with tiered teams and rotating coverage.
• Strong PowerShell and automation expertise.
• Deep experience with Microsoft 365 admin, Intune/Endpoint Manager, Entra ID, identity governance, SaaS ecosystems, and endpoint security.
• Proven ability to manage conflicting priorities and high-pressure escalations while maintaining composure.
• Demonstrated success building and developing teams across SEA or similar offshore regions.
• Strong command of ITIL processes and operational governance.
• Exceptional communication skills with both technical and non-technical stakeholders.

Preferred Qualifications

• Experience working in hyper-growth or PE-backed organizations.
• Familiarity with NIST CSF, SOC 2, ISO 27001, or similar compliance frameworks.
• Experience with mergers, acquisitions, and integrating newly acquired IT environments.
• Comfort with fast-changing environments, imperfect information, and rapid decision-making.

Success Indicators

• Mature global operations with consistent SLA performance.
• Reduced escalations, improved first-call resolution, and healthier ticket queues.
• Automated workflows reducing manual toil across SEA teams.
• Tangible uplift in technical capability across regions through training and mentorship.
• High satisfaction ratings from internal users and business partners.
• Seamless 24/7 support coverage with measurable improvements to uptime and reliability.