Global Head of Operations & Service Transformation H/F

INTRODUCTION

Executive Leadership Role | Global Scope

The Opportunity

A global technology-driven organization operating mission-critical services at worldwide scale is seeking a Global Head of Operations & Service Transformation to lead and transform its customer-facing operations during a major phase of organizational and technological evolution.

This is a high-impact executive role, combining large-scale operational leadership with deep transformation responsibilities, within a complex, international and highly demanding environment.

The role oversees a large global workforce across more than 100 countries and reports directly to the Chief Executive Officer.

DESCRIPTION DE LA MISSION

Key Responsibilities

Global Leadership & Operations

Lead, inspire and align a large, geographically and culturally diverse global organization.

Ensure continuity and resilience of mission-critical services, including the management of high-impact incidents and crisis situations.

Drive operational excellence across customer service, field operations and technical service functions.

Transformation & Simplification

Define and execute a clear transformation roadmap aligned with a multi-year strategic plan.

Simplify and standardize global operating models, processes and support structures.

Drive automation, efficiency gains and cost optimization while maintaining high service stability and quality.

Lead the consolidation of service platforms, tools and operational capabilities into global, standardized models.

Technology & Service Evolution

Partner closely with Technology leadership to evolve operations from legacy, infrastructure-heavy models toward application-, data- and platform-driven services.

Provide operational and customer insights to support the development of new products and services.

Strengthen service resilience, availability and scalability in complex technology environments.

Commercial & Financial Performance

Own the global services budget and contribute directly to financial performance and value creation.

Identify and develop value-added service opportunities and revenue-generating initiatives.

Work closely with Sales and Account teams to support renewals, service optimization and long-term customer value.

Stakeholder & Executive Engagement

Act as a senior executive counterpart to customers, partners and strategic vendors.

Build strong internal relationships across Finance, Technology, HR and regional leadership.

Provide clear visibility to the Executive Committee and Board on operational and financial performance.

Expected Outcomes (18-24 months)

Measurable improvement in operational efficiency, service quality and cost structure.

Stronger service resilience and standardized global delivery capabilities.

Clear alignment between service operations and the organization's evolving technology portfolio.

Increased customer satisfaction, loyalty and perceived service value.

A stabilized, engaged and high-performing global operations organization.

PROFIL ATTENDU

This role requires a proven international leader with a strong track record in large-scale operations and transformation.

Key Experience

• Senior leadership experience in global customer service, IT services or technology-driven operations.
• Proven responsibility for large, dispersed teams (typically 500+ FTEs).
• Strong background in operational transformation, change management and performance improvement.
• Deep understanding of technology service environments (applications, platforms, data, infrastructure).
• Experience operating in complex, mission-critical environments with high availability requirements.
• Strong financial and commercial acumen.
• Sector background is open; experience in telecoms, global IT services, digital platforms or complex infrastructure environments is particularly relevant.

Leadership Style

• Inspirational, hands-on and credible executive presence.
• Comfortable operating under pressure and in ambiguity.
• Strong judgment, discretion and stakeholder management skills.
• Entrepreneurial mindset combined with cost discipline and execution rigor.
• Ability to influence at Executive Committee and Board level.

Education & Languages

• University degree in engineering, computer science or a related discipline.
• Fluent English required; additional languages are a plus.

Location & Scope

• Executive role based in Switzerland, with extensive international exposure and travel.
• Global remit.