IT Operations Leader

Role Overview

• Lead and line manage the IT operations & enterprise applications team — setting priorities, driving quality of delivery, and developing the team
• Own the operational IT roadmap across GWS / Microsoft 365, MDM, network, SaaS stack, ERP/CRM, and iPaaS integrations
• Govern Microsoft 365 and Entra ID (Azure AD) at an architectural level, ensuring security compliance and lifecycle management
• Oversee MDM strategy and tooling (Intune / Jamf) for endpoint compliance across all geographies
• Manage network, VPN, and office connectivity across South Pole's global locations
• Own the SaaS application portfolio — licence governance, access reviews, renewals, and rationalisation
• Govern ERP and CRM administration — configuration integrity, data quality, and Finance / Commercial stakeholder liaison
• Manage IT outsourcing relationships — service desk vendor, managed service providers, and specialist contractors — holding them to SLAs and quality standards
• Lead vendor management for all IT operational technology suppliers — contract renewals, performance reviews, and escalations
• Coordinate multi-timezone IT support, ensuring a consistent end-user experience across South Pole's 20+ country footprint
• Govern ITSM practice — ticket workflows, escalation paths, SLA reporting, and continual service improvement
• Act as primary business stakeholder liaison for IT operations, translating business needs into IT service changes
• Drive the adoption and implementation of AI/ML tools to automate and optimize key IT operations workflows (e.g., ITSM, monitoring, and proactive support).

Requirements

• 7+ years in IT operations or IT management, with 3+ years in a leadership role managing a team
• Hands-on experience with Microsoft 365, Entra ID, and MDM platforms (Intune / Jamf)
• Familiarity with GWS (Google Workspace) in addition to Microsoft 365
• Proven vendor management and IT outsourcing management experience
• contract negotiation, SLA governance, and performance management
• Strong ITSM background (Jira Service Management, or equivalent)
• Experience managing a SaaS application portfolio
• ERP and/or CRM administration or oversight experience
• Track record of leading distributed IT support across multiple time zones and geographies
• Budget management and financial governance experience
• ITIL v4 certification (Desirable)
• Experience in a global professional services, climate, or sustainability organisation (Desirable)
• Microsoft 365 or Azure certifications (Desirable)
• Network and VPN infrastructure management experience at an enterprise scale (Desirable)
• Familiarity with Microsoft Power Platform or equivalent low-code automation (Desirable)

Tech Stack

• Azure
• ERP
• ITSM
• Jamf

Benefits

• Life Insurance Available to all employees across the world.
• Care for your Wellbeing Access to mental, physical and financial wellbeing support through our Employee Assistance Program (TELUS Health).
• Parental leave Should any of our employees need to take time off the Iceberg as a result of a new addition to their household, we are happy to be able to offer competitive Paid Parental leave to support them during this time.
• Compassionate Leave Sometimes life is unpredictable, and when unfortunate events occur, we want to give you peace of mind so you feel fully supported during this time.
• Flexible Vacation Benefits Options to buy up to 5 extra days of time off.