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IT&D Director, IT Operations

City: Hyderabad

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 and D, 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, is accountable for delivering a world-class Global IT Operations & Service Delivery function through seamless technology services across Reckitt. While IT Operations are outsourced to a strategic partner, this role leads an internal team of approximately 30 professionals to govern, optimize, and ensure operational excellence across all IT services globally.

Your responsibilities

1. Global IT Operations Oversight
• 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.
2. Outsourced Service Provider Management
• 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.
3. Service Delivery Excellence
• 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.
4. Application Support & Maintenance
• 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.
5. Strategic Leadership & Governance
• 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.
6. Stakeholder Engagement
• 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.
7. Continuous Improvement & Innovation
• 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.

The experience we're looking for

• 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.

The skills for success

Leadership, IT Operations, ERP Operations, Service Management, SAP Operations, ITSM, ITIL, Platforms , Service delivery

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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