Purpose of the Job

The Head of IT Operations is a senior executive leadership role accountable for the end-to-end operational stability, resilience, and performance of Aramex Digital & Technology platforms globally. 

The Head of IT Operations acts as the single accountable owner for operational outcomes, ensuring business continuity, risk reduction, and predictable service delivery across all regions and technology domains.

Job Description

Stream A – Operational Leadership & Service Continuity

• Own global 24/7 IT Operations delivery across infrastructure, cloud, applications, digital platforms, and enterprise services.
• Ensure uninterrupted system availability supporting shipment movement, warehouse systems, courier platforms, digital commerce, and enterprise productivity tools.

Stream B – Operational Governance & Process Ownership

• Define and enforce operational accountability boundaries between IT Operations and SME resolver groups (Class A/B/C ownership model).
• Establish triage authority, escalation governance, and decision rights across regions and domains.

Stream C – Performance Management & Continuous Improvement

• Own global operational KPIs, OLAs, and SLAs and ensure continuous maturity uplift toward ITIL Level 3+ (Established / Predictable).
• Drive operational noise reduction, automation, runbook standardization, and predictive operations initiatives.

Stream D – People, Organization & Capability

• Build and lead a global IT Operations organization across India, Jordan, and regional teams.
• Define organizational design, role taxonomy, capability frameworks, and succession planning.

Stream E – Vendor, Financial & Risk Governance

• Govern managed service providers and vendor operations ensuring contractual performance, escalation alignment, and service integration.
• Optimize operational cost, enforce service credits, and ensure measurable value realization from outsourcing and tooling investments.

Job Requirements - Experience and Education

• 15+ years of enterprise IT Operations leadership experience in large, global organizations.
• Proven leadership in mission-critical 24/7 industries (logistics, transportation, retail, banking, telco, or digital platforms).
• Demonstrated experience designing and operating enterprise ITIL v4 operating models and governance frameworks.
• Strong experience with ServiceNow enterprise ITSM platforms and managed service delivery models.
• Bachelor’s degree in Information Technology, Engineering, or related discipline (Master’s degree preferred).

Certifications:

Mandatory:

• ITIL v4 Foundation (or must obtain within 6–12 months of joining)
• ITIL v4 Managing Professional (MP) or Strategic Leader (SL)
  Preferred:

• ServiceNow CIS (ITSM/ITOM)
• PMP, COBIT, ISO 20000 Lead Implementer
  Mandatory:

• ITIL v4 Foundation (or must obtain within 6–12 months of joining)
• ITIL v4 Managing Professional (MP) or Strategic Leader (SL)
  Preferred:
• ServiceNow CIS (ITSM/ITOM)
  PMP, COBIT, ISO 20000 Lead Implementer

Leadership Behaviors

Skills