- Company Name
- LyondellBasell
- Job Title
- Head of IT Oper&Delivery (EU project)
- Job Description
-
**Job Title**
Head of IT Operations & Service Delivery (EU Project)
**Role Summary**
Leads end‑to‑end IT service delivery and operational performance across headquarters and four European production sites. Ensures reliable, secure, and cost‑effective infrastructure, cloud platforms, applications, and business continuity capabilities. Manages internal teams and Managed Service Providers (MSPs), drives continuous improvement, standardization, and cost optimization, and oversees the full IT vendor and contract portfolio.
**Expectations**
- Minimum 10 years of progressive experience in IT operations, service delivery, and infrastructure management within large, multi‑site industrial or manufacturing environments.
- Proven leadership of cross‑functional teams and external service providers.
- Demonstrated success in implementing ITIL‑based processes, service level management, and continuous improvement initiatives.
- Strong stakeholder management and ability to align IT services with business strategy.
- Experience with hybrid cloud (Azure) and SAP/non‑SAP application landscapes.
- Track record of vendor selection, contract negotiation, and performance governance.
**Key Responsibilities**
- Govern IT service delivery across HQ and four plants, ensuring ITIL‑based incident, problem, change, and request management.
- Define, monitor, and report on SLA compliance, KPIs, and user satisfaction.
- Oversee on‑premises and cloud infrastructure (networks, servers, storage, endpoints, collaboration tools).
- Manage hybrid cloud operations (Azure, SaaS) and drive modernization, automation, and cost‑optimization initiatives.
- Lead workstation lifecycle management and end‑user support (L1 Service Desk), including escalation to L2/L3 or MSPs.
- Partner with Application Support to maintain performance of SAP and other business applications; manage underlying databases, middleware, integration platforms, and identity services.
- Standardize support processes, documentation, and knowledge bases to reduce risk and improve first‑call resolution.
- Own the IT vendor and contract portfolio; lead vendor selection, onboarding, performance monitoring, and compliance.
- Develop and execute disaster recovery and business continuity plans.
**Required Skills**
- IT service management (ITIL) and service delivery governance.
- Hybrid cloud architecture and operations (Microsoft Azure, SaaS).
- Infrastructure management (network, server, storage, endpoint, collaboration).
- SAP and non‑SAP application support fundamentals.
- Vendor management, contract negotiation, and MSP oversight.
- Strong analytical, problem‑solving, and data‑driven decision‑making abilities.
- Excellent communication, stakeholder engagement, and change‑leadership skills.
- Fluency in English; additional European language proficiency a plus.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (Master’s preferred).
- ITIL Foundation (or higher) certification.
- Relevant cloud certifications (e.g., Microsoft Certified: Azure Administrator Associate).
- Project/Program management certification (e.g., PMP, PRINCE2) preferred.