About the team hiring
IT & Business Transformation is a global function reporting to the Graitec CEO, made up of four teams: Business Transformation, Data & AI, Information Security, and IT Operations & Platforms. Together we own the delivery capability behind how Graitec operates and we drive Graitec’s continued transformation.
We work as fusion teams and as one with the wider organisation: technology and business colleagues working towards the same goals and outcomes.
IT Operations & Platforms touches the whole company every day: business platforms, cloud and infrastructure, the digital workplace, and end user computing and support. That spans Dynamics 365 Finance & Operations and CRM, the professional services stack, HR systems, customer and web platforms, the service desk, Azure, networking and identity. The team covers EMEA and North America and is shaped around the business domains it serves.
About the role
Business Purpose & Value Contribution
This leadership role owns everything Graitec's people and customers rely on to work: the enterprise applications estate, the cloud and workplace infrastructure, and the global service experience.
The role owns service quality, platform reliability, cost and delivery capability. You will be a senior partner to the business rather than a back office, building a lean, well-run, AI-enabled estate that scales with the business rather than with headcount.
Value is measured in business terms: colleague productivity and experience, platform reliability and resilience, unit cost and operating leverage.
Key Outcome expected
What success looks like in the first 12 months
- A global service desk with a customer service mindset, published service levels, a service catalogue, and self-service that people choose to use, with colleague CSAT and NPS measured and improving.
- The Dynamics 365 Finance & Operations programme fully supported from the run side, with the operating and support model agreed before each go-live.
- A consolidated cloud estate, and the joiner, mover and leaver lifecycle automated end to end.
- A single credible view of platform cost, licence position and vendor performance, with savings achieved.
- Teams organised, sized and led as one function, with single points of failure addressed.
- First wave of AI and automation live in operations, with a measured reduction in manual effort and ticket volume.
- Strong resilience with backup and disaster recovery tested to an agreed schedule.
Responsibilities
Enterprise Platforms
- Own the lifecycle of Graitec's enterprise platforms: Dynamics 365 Finance & Operations and CRM, professional services automation, HR and payroll, and customer and web platforms.
- Partner with Business Transformation so change lands cleanly into a supportable run state, and with Data & AI so platforms produce data the business can trust.
- Manage the platforms as products: named owners, adoption measured, and a roadmap prioritised on business value, under a clear operating model for release and technical debt.
Service Excellence
- Build an ITIL-aligned global IT service experience around the user: responsive, measured and service-led.
- Publish service levels and a service catalogue, run incident, problem and change management through a modern ITSM tool, and provide self-service that reduces manual demand.
- Own the digital workplace: Microsoft 365, Copilot, endpoint management, and the joiner, mover and leaver lifecycle with HR and the Work Experience Partners.
- Use adoption data and colleague feedback to remove the recurring causes of demand, not only to resolve the tickets.
AI & Automation in Operations
- Set the agenda for AI and automation inside IT: assisted and automated resolution, self-healing operations, and AI in the digital workplace, so service quality improves as demand grows.
- Partner with Data & AI to embed AI into platforms and workflows with measurable benefit, keeping the estate ready through clean identity, governed data and controlled access.
- Track and report the effect: manual effort removed, time to resolve, and cost avoided.
Cloud, Infrastructure & Resilience
- Own the Azure landing zones, network, identity and integration platform, and remediation of legacy debt.
- Be accountable for availability, performance, backup, disaster recovery and operational resilience, with recovery objectives agreed with the business and tested to schedule.
- Drive automation and infrastructure as code so the estate scales without headcount scaling with it.
People & Leadership
- Lead and develop a distributed team of platform, support and infrastructure managers, building capability, succession and a culture of ownership.
- Lead adoption and change so new ways of working land with colleagues, not only new technology.
Vendor Management & Licensing
- Own the platform and infrastructure cost base, the licence position and the vendor portfolio, negotiating the major relationships to outcomes rather than to renewal dates.
- Bring transparency to unit cost and demonstrate the operating leverage as Graitec grows.
- Build the investment cases for major technology spend, stating benefits, risks and payback, and report on what was realised.
Security & M&A
- Work in close partnership with Information Security so hardening, patching, access control and audit evidence are built into operations, supporting SOC 2, ISO 27001 and further accreditations.
- Deliver IT integration for acquisitions, from day one readiness to full absorption into a common architecture.
Skills & Experience required
- Senior leadership of IT operations and enterprise applications in an international business, with accountability for both run and change.
- Deep experience of the Microsoft enterprise stack: Dynamics 365 Finance & Operations and CRM, Microsoft 365, Azure, Entra ID and modern endpoint management.
- Track record of building high-satisfaction, feedback-driven, customer-first IT support.
- Experience supporting or running a major ERP modernisation, including the transition from programme to steady state.
- Proven cost, licence and vendor management at scale, and IT integration of acquisitions from day one readiness to full absorption.
- Evidence of using AI and automation to improve service and reduce cost at scale, not only in pilots.
- Comfortable at leadership team level: building investment cases, articulating cost, risk and benefit, and reporting what was realised.
- Calm and decisive under pressure, strong on incident management and escalation, and willing to be hands-on when it matters.
Also valued
- ITIL v4, TOGAF or equivalent qualifications
- PMP, PgMP or equivalent programme management qualifications
- Experience of a distributed, multi-entity, multi-country estate
- Experience of a growing, acquisitive or private equity backed business
