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IT&D Director, IT Operations

City: Gandhinagar

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Information Technology & Digital

In IT&D function, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products. Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen. Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

The IT&D Director – IT Operations leads Reckitt’s transformation toward a fully AI‑enabled, predictive, and autonomous global IT operations model. This role is accountable for delivering next‑generation operational excellence by harnessing AI Ops, automation, and advanced observability to ensure resilient, high‑performing technology services across all regions.

Working within an outsourced operations model, the Director provides strategic leadership to govern partners, optimise service delivery, and embed machine‑learning‑driven insights into every aspect of infrastructure, application, cloud, network, and end‑user operations. The role sets the vision for proactive, data‑driven operations—reducing incidents, accelerating remediation, improving user experience, and enabling the business through intelligent, automated IT.

Your responsibilities

Define and execute a global operations strategy built on AI Ops/Automation first principles, shifting the organisation from reactive operations to predictive, autonomous IT operations.
Drive full-stack observability across infrastructure, networks, cloud platforms, security, and applications using AI‑powered analytics and automated telemetry.
Ensure 24/7 operational resilience by leveraging machine learning to anticipate failures, reduce MTTR, and improve service continuity across manufacturing, supply chain, commercial, and corporate environments.
Act as the primary governance lead for outsourced IT operations and service delivery partners.
Use advanced SLAs/XLAs and real‑time service health analytics to fundamentally improve service quality across all regions.
Drive accountability and continuous improvement through regular service reviews and audits

Evolve the ITIL/ITSM framework into an AI‑augmented service management model, using predictive insights to reduce incidents, eliminate recurring problems, and enhance user experience.
Implement AI‑driven service monitoring, dynamic CMDB enrichment, and automated change risk scoring.
Use advanced SLAs/XLAs and real‑time service health analytics to fundamentally improve service quality across all regions.

Transform Service Desk and EUC into an AI‑first, automation‑led capability to improve speed, quality, and user experience.
Deploy virtual agents and intelligent routing to resolve common issues quickly and reduce manual workload.
Use AI‑driven sentiment and experience analytics to improve digital employee experience (DEX).
Implement predictive endpoint management, enabling automated patching, provisioning, and compliance enforcement.
Govern outsourced partners with AI‑based insights to ensure performance against KPIs and XLAs.
Integrate Service Desk, EUC, and observability data to proactively identify and prevent user‑impacting issues
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.

The experience we're looking for

Experience with ServiceNow or similar ITSM platforms, including process automation and integration.
Experience implementing AI Ops platforms and capabilities (e.g., predictive monitoring, automated remediation, observability, event correlation).
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 XLAs/BLAs, ITSM tools, and vendor selection processes
Ability to work in a fast-paced environment, focusing on efficiency and risk mitigation.

The skills for success

Digital Strategy, Product Solution Architecture, Data Governance, Product Compliance, Digital Transformation, Stakeholder Relationship Management, Outstanding Communication, stakeholder engagement, Innovation Processes, Innovation, User Experience Design.

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

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