Global IT Service Director

Burlington, MA, US, 01803

Information Technology

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com

Role Summary

As the Director, IT Services, you will lead a high performing team responsible for providing IT support to all employees. You play an instrumental role in transforming our IT Service landscape over the next few years by implementing and maturing the latest technologies. You will define the roadmap for the department, ensuring operational excellence, and the delivery of a world-class customer experience.


You are a strong leader with the ability to set ambitious targets and inspire others to pursue goals. You generate excitement and articulate a compelling vision that everyone can see and understand. At the same time, you are willing to get into the details and create well-defined measurements and milestones that are critical to success. You put the customer, and their experience, at the heart of what you do.

You model accountability and set up measurements and metrics to continually evaluate and improve performance. Written and verbal communication are among your greatest strengths; you are clear and concise, on message, and can adapt your communication to your audience.

You are a highly effective leader who is successful at building and sustaining professional relationships at all levels of an organization. You reach beyond formal structures and can influence others to build consensus and alignment. You are a strong mentor who is enthusiastic about hiring, development, and retention of talented individuals.


What You Will Do

Reporting to the VP of IT Infrastructure and Operations, your responsibilities will include:

  • Lead the Global IT Service organization, including:
    • Lead a global organization of forty highly skilled managers and engineers focused on supporting our colleagues and delivering excellent customer experience
    • Lead and execute the delivery of world class ITSM processes delivering tangible improvements to our business and increasing the team’s velocity
    • Lead and develop our Major Incident Management process ensuring that our businesses response improves iteratively
    • Deliver world class customer experience and service to our business
    • Engage with all levels of the business to ensure that IT is meeting the business needs
    • Be the voice of the customer, driving tactical and strategic improvements to the services IT offer
  • Lead IT Service benchmarking and metrics efforts
    • Benchmark cost, performance, and priorities of the IT Service function
    • Implement and manage metric dashboards to assess our performance across IT with a strong focus on customer experience
    • Define and measure KPI’s with the business to drive continuous improvement
  • Develop and execute an adoption and proficiency program to maximize investment in technology across the business
    • Develop the IT Service organization to provide technology advice, guidance, and proficiency of technology
    • Lead on the introduction of new services and service transition acting as the customer
  • Lead and execute on the vision to deliver real-time world-class customer service
    • Maximize the investments with ServiceNow and Moveworks (AI NLP chatbot)
    • Expand the capability outside of IT driving productivity and reducing friction across the business
  • Lead employee development for IT Services
    • Execute engineer development programs upskilling the whole organization
    • Continue to develop IT Service as a feeder organization to the wider IT Group
  • Lead and execute on projects and programs across the IT Service organization and provide delivery capabilities to the IT Infrastructure teams
  • Deliver best in class EUC Asset Management processes ensuring full visibility of the estate, tech refresh program and day one onboarding for new hires
  • Drive thought leadership across the IT/CIS management


What You Will Bring

  • Prior experience running global IT Service operations at a publicly traded $1B+ revenue company
  • 10+ years of IT leadership including service and project management
  • 8+ years of leading IT Service
  • Prior experience working for a world class IT organization
  • Demonstrated track record of recruiting, mentoring, and developing high performing geographically dispersed teams
  • Demonstrated experience driving IT Strategy
  • Demonstrated experience leading the successful development and implementation of large complex programs
  • Demonstrated experience leading major incident management for a business
  • Exceptional oral and written skills
  • Demonstrated influencing and negotiating skills
  • Demonstrated ability to be pragmatic and diplomatic
  • Demonstrated experience benchmarking and building metrics programs
  • BS in Information Systems or Computer Science
  • Desired
    • MBA

What’s Great About Sophos?

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
  • Global trivia competitions to keep our minds sharp
  • Global Mental Health days off work for all Sophos to help employees relax and recharge
  • Monthly employee wellbeing webinars and training to support employee health and wellbeing
  • Employee rewards and thanks, such as our free annual subscription to Calm


Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.


Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunites at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos' data protection practices, please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.

Nearest Major Market: Boston

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