D&T Head of IT Ops (Pune, IN) @ Aramex International L. L. C.

<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Purpose of the Job</H2> </div><div><p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">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 &amp; Technology platforms globally. </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">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.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Description</H2> </div><div><p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>Stream A – Operational Leadership &amp; Service Continuity</strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Own global 24/7 IT Operations delivery across infrastructure, cloud, applications, digital platforms, and enterprise services.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Ensure uninterrupted system availability supporting shipment movement, warehouse systems, courier platforms, digital commerce, and enterprise productivity tools.</li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>Stream B – Operational Governance &amp; Process Ownership</strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Define and enforce operational accountability boundaries between IT Operations and SME resolver groups (Class A/B/C ownership model).</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Establish triage authority, escalation governance, and decision rights across regions and domains.</li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>Stream C – Performance Management &amp; Continuous Improvement</strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Own global operational KPIs, OLAs, and SLAs and ensure continuous maturity uplift toward ITIL Level 3+ (Established / Predictable).</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Drive operational noise reduction, automation, runbook standardization, and predictive operations initiatives.</li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>Stream D – People, Organization &amp; Capability</strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Build and lead a global IT Operations organization across India, Jordan, and regional teams.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Define organizational design, role taxonomy, capability frameworks, and succession planning.</li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>Stream E – Vendor, Financial &amp; Risk Governance</strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Govern managed service providers and vendor operations ensuring contractual performance, escalation alignment, and service integration.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Optimize operational cost, enforce service credits, and ensure measurable value realization from outsourcing and tooling investments.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Requirements - Experience and Education</H2> </div><div><ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">15+ years of enterprise IT Operations leadership experience in large, global organizations.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Proven leadership in mission-critical 24/7 industries (logistics, transportation, retail, banking, telco, or digital platforms).</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Demonstrated experience designing and operating enterprise ITIL v4 operating models and governance frameworks.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Strong experience with ServiceNow enterprise ITSM platforms and managed service delivery models.</li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Bachelor’s degree in Information Technology, Engineering, or related discipline (Master’s degree preferred).</li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>Certifications:</strong></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>Mandatory:</strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">ITIL v4 Foundation (or must obtain within 6–12 months of joining)</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">ITIL v4 Managing Professional (MP) or Strategic Leader (SL)<br><strong>Preferred:</strong></li> </ul> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">ServiceNow CIS (ITSM/ITOM)</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">PMP, COBIT, ISO 20000 Lead Implementer<br><strong>Mandatory:</strong></li> </ul> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">ITIL v4 Foundation (or must obtain within 6–12 months of joining)</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">ITIL v4 Managing Professional (MP) or Strategic Leader (SL)<br><strong>Preferred:</strong></li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">ServiceNow CIS (ITSM/ITOM)<br><span style="font-size:11.0pt;line-height:107%;font-family:Calibri, sans-serif">PMP, COBIT, ISO 20000 Lead Implementer</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Leadership Behaviors</H2> </div><div><div>Building Outstanding Teams</div><div>Setting a clear direction</div><div>Simplification</div><div>Collaborate &amp; break silos</div><div>Execution &amp; Accountability</div><div>Growth mindset</div><div>Innovation</div><div>Inclusion</div><div>External focus</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Skills</H2> </div><div></div></div></div>