IT Operations Platform Owner (Head IT Operations)

The Global Head of IT Operations is accountable for the end-to-end operational excellence, resilience, and continuous improvement of global IT services. The role ensures that IT Operations delivers stable, secure, customer-centric, and scalable services that support business objectives across all regions. This role provides strategic leadership over IT Support / Service Desk operations, IT Service Management (governance, KPIs, reporting, major incident management), IT Operations tooling and IT Service Continuity, Resilience, and Disaster Recovery., * Global IT Operations Strategy & Governance

• Define and own global IT Operations strategy
• Establish global standards, policies, and governance frameworks for IT Operations, ensuring consistency while allowing regional flexibility.
• Translate business and technology strategy into clear operational roadmaps, KPIs, and improvement initiatives.
• Ensure alignment with ITIL, operational resilience, and regulatory expectations.

• IT Support

• Oversee global IT Support / Service Desk operations, ensuring efficient, customer-centric end-user support.
• Govern service provider performance, SLAs, KPIs, and escalation management.
• Drive continuous improvement in: Knowledge management, First-contact resolution, User experience and satisfaction
• Act as an executive escalation point for business-critical support issues.

• IT Service Management

• Own and govern the IT Service Management framework, ensuring consistent application of ITIL-based practices across all product teams, regions, and services.

• Ensure availability, quality, and transparency of operational IT KPIs, dashboards, and reports covering availability, performance, incidents, requests, problems and service health.

• Oversee the IT Service Manager function, ensuring strong partnerships with: o Product and platform teams developing and deploying business applications o Country organizations consuming IT services

• Ensure ITSM enables data-driven decision-making, service performance insights, and continuous improvement.

• Provide executive oversight of:

• Major Incident Management and escalation processes

• Manager-on-Duty and on-call models

• Cross-functional incident coordination and post-incident reviews

• IT Operations Platforms & Tooling

• Own the vision and roadmap for IT Operations platforms, including ITSM, IT Asset Management, and Monitoring toolsets.
• Ensure platform standardization, scalability, and effective adoption across Technology, Finance, HR, Facilities, and other corporate functions.
• Govern relationships with third-party tool vendors, identifying innovation opportunities and ensuring value realization.

• IT Service Continuity, Resilience & Risk Management

• Ensure a robust IT Service Continuity and Disaster Recovery framework is defined, embedded, and continuously improved.
• Ensure transparency of IT continuity readiness through KPIs, dashboards, and executive reporting.
• Partner with Product, Security, and Risk functions to proactively identify and mitigate operational risks.

• Leadership & Organization Development

• Lead and develop a global IT Operations leadership team, including IT Support (IT Service Desk and Onsite Store Support), IT Service Management, IT Operations Platforms, and IT Service Continuity.
• Set clear objectives, accountability, and performance measures for direct reports.
• Foster a culture of continuous improvement, operational excellence, collaboration, and resilience.
• Support talent development, succession planning, and capability building across IT Operations.

Do you have experience in Scalability?, * 15+ years of experience in IT Operations, Service Management, or Technology Operations leadership.

• Proven experience leading multi-disciplinary, international IT Operations teams.
• Strong background in IT Service Management (ITIL), IT Operations platforms, and operational governance.
• Executive-level experience with vendor management, SLA governance, and service performance management.
• Strong understanding of IT Service Continuity and Operational Resilience.
• Excellent stakeholder management and communication skills in English.
• Experience in large-scale, international environments with matrix organization

Nice to Have

• Relevant certifications (ITIL, IT Service Continuity / Resilience, Agile, or equivalent).
• Familiarity with cloud-based operations, DevOps, and modern monitoring practices.

• Young environment, where not everything is written in stone, and where you are expected to contribute and co-create the culture of the Tech Hub and international collaboration model.

• You'll have a 10% discount on the entire MediaMarkt website, so you can treat yourself at a lower price whenever you want!

• On top of your compensation package, you can request Flexible Pay "MediaFlex program" (a.e. Ticket Restaurant, Private Health Insurance with Segur Caixa Adeslas, …)

• Flexible working time and possibility to combine home office / presential working. Intensive workday every Friday and during summer.

• The possibility to choose between 2 offices: The first one is the MediaMarkt Iberia HQ with a very attractive menu at a price. You'll eat for less than €4! And the second office is located at Pier01, in Barceloneta, right in the center of Barcelona. Free coffee and free fruit once a week.

• If you need a VISA, don't worry, we'll assist you with the visa process and accompany you throughout the entire process!

• There is a training budget so you can continue developing the skills you need most to keep growing professionally and personally!

• We offer language classes: English, Spanish, and German.

• On your birthday, you won't work! It's a day for you to enjoy without thinking about work.

• You'll be working with the most cutting-edge technological stack of the moment.

• Training plan

• Flexible working schedule, home office policy

• Gym

• Product discounts

• Wellness and healthy plans

• Media Flex, flexible retribution