Director ICT Support

Vanderlande Industries B.V.; Pune District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Vanderlande in Pune, India, seeks a Director ICT Support to lead global ICT support services, ensuring reliable operations and accelerating improvements through AI, automation and digital adoption.

You will oversee a globally distributed team of about 60 FTE, managing budgets, vendor relations, and strategic ICT initiatives while representing ICT to regional leadership.

The role requires MSc, 20+ years in IT operations, strong leadership and willingness to travel.

Qualifications

• Academic and professional background in IT operations and service management.
• Experience leading global, distributed teams in international environments.
• Strong understanding of ITIL and agile methodologies.

Responsibilities

• Lead global first- and second-line ICT support and improve ITIL-based model.
• Drive automation of standard ICT requests and shift-left capabilities.
• Lead globally distributed organisation of ~60 FTE across multiple regions.
• Own budget for people, licences and programmes; manage suppliers.
• Represent global ICT to US and Canada and participate in regional management.
• Collect end-user feedback and run communities and seminars.
• Support initiatives with worldwide embedding and explain outcomes.

Skills

IT operations

Service management

Stakeholder management

English communication

Travel readiness

AI adoption

Team leadership

Education

MSc in IT or related

MBA beneficial

Tools

ITIL

SAFe Agile

Low-code/No-code

Job description

Job Title Director ICT Support

Job Description Function Description: Director ICT Support Primary Location: Pune, India

Your Role As the Director ICT Support

You lead Vanderlande’s global ICT support, ensuring reliable and efficient ICT services while continuously accelerating improvements (a.o. using AI, automation and digital adoption). You and your teams are the face of ICT to all of Vanderlande’s end-users: employees, contractors and external partners. As such, your role is key in organising and addressing end-user feedback.

Position within the Organisation

In the role of Director ICT Support, you report to the Executive Managing Director ICT. You are part of the ICT Leadership Team. The role has significant authority over the global support domain, including make-or-buy decisions, FTE allocation across support hubs, vendor renewals within delegated authority, support policies and standards, service delivery model changes and AI adoption strategy within the ICT Support function.

Role and Responsibilities

• Global ICT Support You lead global first- and second-line ICT support and continuously improve the worldwide ITIL-based support model. You ensure that support services meet agreed SLA requirements for response and resolution and drive end-to-end improvements, including third- and fourth-line support.


• Service Automation and Shift-Left You drive automation of standard ICT requests and develop shift-left capabilities that move appropriate activities towards self-service and support teams, reducing dependency on specialised Agile teams.


• People Leadership You lead and develop a globally distributed organisation of approximately 60 FTE across multiple specialised teams. Teams are located in the Netherlands, Germany, UK, France, Spain, Portugal, India, China, Australia, US and Canada.


• Supplier and Financial Management You own the relevant budget for people, licences and programmes. You make strategic make-or-buy decisions, manage suppliers and maintain strategic supplier relationships.


• Regional ICT Leadership In this role, you represent global ICT towards the US and Canada and participate in regional management activities.


• End-user Satisfaction You collect end-user feedback about ICT services and organise end-user communities, seminars, etc., to improve and explain the correct usage of ICT tools and services.


• ICT Service Delivery For initiatives with a significant impact on the end-user community, the ICT Support department will support the initiative in its worldwide embedding by being capable of explaining and supporting the initiative results. As such, the ICT Support Team acts as an important customer/stakeholder during the initiative.

What We Ask You to Bring

• Academic level, with an MSc preferred in IT, Business Administration or a related discipline


• Minimum 20 Years of Total Experience


• 10+ years’ experience in IT operations, service management or related disciplines in an international environment


• Experience leading distributed, global teams. You have worked with different geographies and cultures


• Strong supplier and vendor management experience


• Experience leading organisational change and digital transformation


• Deep understanding of ITIL


• Proficiency in SAFe Agile


• Familiarity with AI, low-code, no-code and automation


• Excellent stakeholder management skills


• Excellent English communication skills, both verbal and written


• Willingness to travel (25%), depending on location Pune, India, is the primary and preferred location for this role

Diversity, Equity & Inclusion

At Vanderlande, we believe that diverse perspectives, backgrounds and experiences make us stronger. We are committed to creating an inclusive workplace where everyone feels respected, valued and empowered to contribute. We welcome applications from individuals of all backgrounds and are committed to providing equal opportunities throughout our recruitment process.

Every day, millions of people rely on Vanderlande without even knowing it. From baggage checked in at the airport to parcels on their way to someone’s doorstep, our automation solutions help keep the world moving. Vanderlande designs, delivers, and supports automation technology, operational software, and lifecycle services for leading airports and parcel operations worldwide. Across more than 100 countries, our customers rely on us to keep their operations moving reliably, efficiently, and sustainably. Behind every solution are the people who make it happen. At Vanderlande, how we work matters just as much as what we deliver. Our values, Every Day Better, We Care, and Team Play, guide how we collaborate, support each other, and create value for our customers. Here, you can work with colleagues across disciplines and cultures, contribute to work that makes a difference, and build your future in an organisation that invites you to grow.

Explore what is possible at Vanderlande and discover how you can make an impact. Aspire. Grow. Achieve. Together.