Head of IT Support & Operations

Hilti (Canada) Corporation; Petaling Jaya; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading company in the construction industry seeks a Head of IT Support & Operations to lead a global team. This role focuses on delivering high-quality IT support and enhancing operational excellence across regions. Ideal candidates will possess extensive experience in IT support, strong leadership skills, and a proactive approach to service delivery. Join a dynamic environment that values innovation and offers opportunities for continuous learning and development.

Benefits

Competitive rewards

Comprehensive career development opportunities

Qualifications

• 10+ years’ experience in IT support and/or operations.
• At least 5 years in a global leadership role.

Responsibilities

• Drive strategy and operational performance of IT support.
• Oversee end-to-end IT support services including incident management.
• Manage global service providers and support contracts.

Skills

Leadership

Communication

Stakeholder Engagement

Operational Excellence

Education

Bachelor’s or Master’s degree in Computer Science

Tools

SAP

Salesforce

ServiceNow

Job description

What's the role?

We are looking for an experienced, hands-on, and visionary Head of IT Support & Operations to lead a global team delivering seamless, high-quality IT support across Hilti. This critical role encompasses the IT Service Desk, IT Operations, IT Service Management, and User Administration teams, ensuring reliable, secure, and efficient IT operations across regions and time zones. If you are passionate about operational excellence, global service delivery, and leading through change, this is the opportunity for you.

What does the role involve?

As the Head of IT Support & Operations, you will drive the strategy, leadership, and operational performance of a globally unified IT support organization. You will oversee end-to-end IT support services, including incident management, user provisioning, 24x7 monitoring, and operational alerting, ensuring alignment with business needs and IT product owners across regions. Key responsibilities include:

• Leading global teams across the IT Service Desk, IT Operations, IT Service Management, and User Administration functions with a focus on service consistency and user experience.
• Standardizing processes, operational KPIs, and toolsets to enable proactive issue resolution and process transparency.
• Driving service maturity and continuous improvement in incident response, escalations, and major incident management.
• Managing global service providers and support contracts, ensuring adherence to performance standards and compliance.
• Collaborating with cross-functional stakeholders including IT Service Delivery Managers, IT Product Owners, Regional IT Managers to elevate IT service experience.
• Championing automation and self-service initiatives to increase efficiency and scalability of user support.
• Serving as the senior escalation point for high-impact IT incidents while fostering a culture of resilience and accountability.

What you need is:

A Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, or a closely related discipline. 10+ years’ experience in IT support and/or operations, with at least 5 years in a global leadership role. Proven success in managing large-scale IT support organizations, including outsourced service providers. Strong knowledge of ITIL, service management, and incident/problem/change processes. Experience with enterprise platforms (e.g., SAP, Salesforce), cloud environments, and service management tools (e.g., ServiceNow). Excellent leadership, communication, and stakeholder engagement skills. A proactive, data-driven mindset with a passion for operational excellence and people development.

Why should you apply?

At Hilti, we’re leading the digital transformation in the construction industry. With our innovative technologies, we’re pushing the boundaries of what's possible—whether it's through advanced software development, data-driven solutions, or state-of-the-art IT infrastructure. By joining our team, you’ll be part of a dynamic environment where technology meets real-world impact, enabling smarter, more efficient, and safer construction processes worldwide.

We offer:
• Cutting-edge projects that utilize the latest in AI, cloud computing, and advanced analytics.
• A chance to work with global teams on solutions that are shaping the future of construction.
• Continuous learning and development opportunities to grow your skills in the rapidly evolving tech landscape.

If you’re passionate about technology and ready to make an impact in an industry that’s critical to shaping the world around us, Hilti Asia IT Services is the place for you!

What do we offer?

At Hilti, we believe in a caring and performance-oriented culture. Our people are our greatest strength, and our Great Place to Work 2024 recognition celebrates our commitment to a culture that values care, performance, and innovation. We offer competitive rewards and comprehensive career development opportunities that ensure your success is our priority. Click on the link to know more https://careers.hilti.group/en/where-we-are/kuala-lumpur-malaysia/