Stream A – Operational Leadership & Service Continuity
- Own global 24/7 IT Operations delivery across infrastructure, cloud, applications, digital platforms, and enterprise services.
- Ensure uninterrupted system availability supporting shipment movement, warehouse systems, courier platforms, digital commerce, and enterprise productivity tools.
Stream B – Operational Governance & Process Ownership
- Define and enforce operational accountability boundaries between IT Operations and SME resolver groups (Class A/B/C ownership model).
- Establish triage authority, escalation governance, and decision rights across regions and domains.
Stream C – Performance Management & Continuous Improvement
- Own global operational KPIs, OLAs, and SLAs and ensure continuous maturity uplift toward ITIL Level 3+ (Established / Predictable).
- Drive operational noise reduction, automation, runbook standardization, and predictive operations initiatives.
Stream D – People, Organization & Capability
- Build and lead a global IT Operations organization across India, Jordan, and regional teams.
- Define organizational design, role taxonomy, capability frameworks, and succession planning.
Stream E – Vendor, Financial & Risk Governance
- Govern managed service providers and vendor operations ensuring contractual performance, escalation alignment, and service integration.
- Optimize operational cost, enforce service credits, and ensure measurable value realization from outsourcing and tooling investments.
