Infrastructure & IT Operations Director

Key Responsibilities & Accountabilities

• Define and execute the IT Operations and Infrastructure strategy, ensuring alignment with business objectives, AXA standards, and industry best practices.

• Lead and oversee IT Infrastructure, Application Support, and IT Service Desk functions to deliver secure, reliable, resilient, and cost-effective technology services.

• Establish, develop, and continuously enhance Tier 2 (L2) and Tier 3 (L3) support capabilities, ensuring effective escalation management, deep technical expertise, rapid issue resolution, knowledge transfer, and sustainable operational support across all IT services and platforms.

• Drive innovation, digital transformation, and continuous service improvement through the adoption of emerging technologies, automation, and operational excellence.

• Ensure the availability, performance, security, and compliance of IT systems, infrastructure, and services, including effective incident, problem, and crisis management.

• Lead IT strategic planning, project delivery, architecture evolution, and technology roadmaps to support current and future business needs.

• Manage IT budgets, resources, vendor partnerships, and service providers to maximize value, control costs, and ensure effective service delivery.

• Establish and monitor service performance, operational KPIs, governance controls, and risk management practices to ensure high-quality outcomes and informed decision-making.

• Build, develop, and lead high-performing teams by fostering a culture of accountability, collaboration, customer-centricity, and continuous learning.

• Collaborate with business stakeholders, regional and Group IT teams, and external partners to ensure technology services effectively support organizational goals and strategic priorities.

Job Specifications

Education / Certifications:

• Bachelor's degree in computer science, Information Technology, or a related field.

• Advanced degree (Master's or MBA) preferred.

• 10+ years of experience in IT management and leadership roles.

• Proven track record of leading and managing large IT teams.

• ITIL Foundation.

Job Qualifications:

• Minimum 15 years of experience in IT Infrastructure, Operations, Application Support, or related technology functions, including leadership roles.

• Strong knowledge of IT infrastructure, IT service management, cybersecurity, and emerging technology trends.

• Good understanding of Information Security frameworks, governance, and industry best practices.

• Strong analytical, problem-solving, and strategic thinking skills with the ability to translate technology solutions into business value.

• Proven leadership, stakeholder management, and team development capabilities.

• Excellent communication, interpersonal, and collaboration skills.

Soft Skills & Behavioral Competencies:

• Excellent communication and negotiation skills.

• Motivates People - Gains people commitment to achieve business objectives through clear communication of the company's vision and flexing leadership styles to inspire high performance.

• Models our Values - Creates a culture that promotes the company's values and standards through role modelling, accountability, and ownership of decisions.

• Focuses on Customers - Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.