Reckitt

IT Director, IT Operations

Reckitt

full-time

Posted on:

Location Type: Office

Location: Hyderabad • 🇮🇳 India

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Job Level

Lead

Tech Stack

CloudCyber SecurityITSMServiceNow

About the role

  • Own the end-to-end IT operations strategy across all regions, ensuring consistent service delivery and operational excellence
  • Oversee infrastructure, cloud platforms, networks, and end-user computing environments globally
  • Ensure high availability, scalability, and security of IT systems supporting manufacturing, supply chain, and commercial operations
  • Act as the primary governance lead for outsourced IT operations and service delivery partners
  • Define and enforce contractual SLAs, KPIs, and performance metrics for third-party providers
  • Drive accountability and continuous improvement through regular service reviews and audits
  • Implement ITIL-based service management frameworks across global operations
  • Ensure effective incident, problem, and change management processes with minimal business disruption
  • Monitor global service performance dashboards and escalate issues proactively
  • Establish and lead global application support and maintenance for enterprise systems, including SAP and other critical business applications
  • Ensure timely resolution of application incidents and problems, minimizing business disruption
  • Drive proactive maintenance, patching, and upgrades to maintain system integrity and compliance
  • Collaborate with business stakeholders to align application support with evolving business needs
  • Develop and execute a global IT operations roadmap aligned with business priorities and digital transformation goals
  • Ensure compliance with regulatory requirements (e.g., GDPR, SOX) and cybersecurity standards
  • Optimize operational costs through vendor negotiations and process automation
  • Partner with regional business leaders to understand operational needs and ensure IT services enable business growth
  • Communicate service performance and improvement plans to executive leadership
  • Champion the adoption and optimisation of ServiceNow as the core ITSM platform, ensuring seamless integration and process automation
  • Identify opportunities for automation, AI-driven monitoring, and predictive analytics in IT operations
  • Drive adoption of modern technologies to enhance service delivery and user experience.

Requirements

  • Bachelor's or Master's degree in Information Technology, Computer Science, Business Administration, or related field
  • 15+ years in IT Service Management and Delivery, with leadership in global, matrixed environments
  • Experience with ServiceNow or similar ITSM platforms, including process automation and integration
  • Strong background in Application Support & Maintenance, ideally with exposure to SAP and other critical business applications
  • Expertise in ITIL and ITSM processes, with certification (e.g., ITIL Expert)
  • Proven success in centralising services, vendor governance, disaster recovery, and RFP/vendor selection
  • Experience managing international teams, focusing on cost optimisation and process standardisation
  • Strong communication, stakeholder management, and problem-solving skills to align IT with business goals
  • Proficiency in SLAs/KPIs, ITSM tools, and vendor selection processes
  • Ability to work in a fast-paced environment, focusing on efficiency and risk mitigation.
Benefits
  • Parental benefits
  • Employee Assistance Program to promote mental health
  • Life insurance for all employees globally
  • Short-term incentives for eligible roles
  • Global share plans to save and share in Reckitt's potential future successes

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT operations strategyinfrastructure managementcloud platformsend-user computingapplication supportprocess automationITILSAPdisaster recoveryvendor governance
Soft skills
leadershipstakeholder managementproblem-solvingcommunicationaccountabilitycontinuous improvementcollaborationadaptabilityefficiency focusrisk mitigation
Certifications
ITIL Expert