Technology Operations Director, Northern Europe

Job Description:

Leadership Support  

• Maintain strong relationships with local markets and cluster leadership to enhance visibility and showcase Technology’s value. 

• Manage demands from business and senior leadership through structured Governance; consult the business.  

• Align & communicate with business companywide Technology projects, changes, and standards. 

• Support other technology functions with implementation of global projects and local demands.  

• Act as AI Team member where required  

• Manage projects where required  

Budgeting & Financial Governance  

• Manage Technology Operations budget   

• Support financial governance and spend control to assist the local / cluster finance team. 

Vendor & Procurement Management 

• Support procurement activities and local vendor RFPs.  

• Manage local vendors in conjunction with the relevant functional teams.  

• Drive and execute vendor and third-party audits to ensure compliance with market rules as needed. 

Security & Compliance  

• Support security implementations 

• Support local market audits (internal & external), client security assessments and certifications (e.g., Cyber Essentials, ISO27001, JSOX).  

• As a member of the local or cluster Incident Management Team, support Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP) where required.  

Regional Empowerment & Standardization 

• Support & Deliver global/regional strategic initiatives/services to ensure efficient, scalable & future proof Technology Operations 

• Work closely with other Technology teams to ensure service excellence for Technology infrastructure services.  

• Identify opportunities for service delivery improvements and drive continuous enhancements. 

Service Operations 

• Manage and monitor user support service operations, ensuring alignment with Key Performance Indicators (KPIs). 

• Monitor service levels and collaborate with suppliers to maintain high-quality service.  

• Oversee both business-as-usual (BAU) and ad-hoc technology service demands, ensuring seamless operations.  

• Collect business demands, complaints, and feedback for continuous improvement.  

• Act as the escalation point for Technology service operations issues.  

• Drive CMDB & CSDM compliance including site information. 

Service Delivery - Birlasoft 

• Collaborate with Cluster BSL Teams to ensure processes are followed and performance targets are met.  

• Escalate and manage issues impacting Birlasoft employees', their performance and service delivery satisfaction/quality. 

• Participating in ITSM processes to ensure smooth operations. 

• Monitor compliance and support continuous improvement. 

• Attend and contribute to Cluster Service Delivery Meetings providing insights, performance updates, and information on escalations or complaints. 

• Participate in Cluster operations reviews to assess service performance, identify risks, and agree on improvement actions. 

• Functional day-to-day oversight of Cluster IT services, including comparing actual-to-targeted Service levels in cooperation with BSL, reporting operation results, and Customer Satisfaction results  

• Capture and report Demands 

• Provide support in the hiring process, including chemistry meetings and onboarding activities for new BSL employees. 

Diversity and Inclusion 
At dentsu we believe in the power of diversity. We welcome all applications regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, color, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. 

Contact: 

We look forward to receiving your application for any questions, please contact the TA in charge of this role: David Ryall, Senior Talent Acquisition Partner, EMEA, NE by email at: David.Ryall@dentsu.com  EMEA, NE. #LI-DENTSU #LI-Onsite #LI-DR2

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