The Head of Operations Transformation is a senior leadership role accountable for driving the end-to-end transformation of Aramex Digital & Technology operations, with an initial and critical focus on IT Service Management (ITSM) transformation aligned to ITIL v4 and enabled through ServiceNow MSP.
The role owns the design, implementation, adoption, and sustained performance of future-state operational processes across IT Operations, Security/SOC, NOC (the Command Centre), Release Management, Infrastructure, Cloud, and Business Applications. It will also ensure Foundational Transformation across Release Management with the aim of achieving full control, quality and modern Release Management practices and the implementation of Asset Management and the Global Configuration Management Database (CMDB) as the foundational baseline for all lT Operations globally.
- Standardized, enterprise-wide ITSM and Release Management processes.
This role ensures that Aramex progresses from current ITSM maturity levels toward Level 3+ (Established / Predictable) across core processes.)
- A single Asset repository and CMDB globally integrated fully into global processes.
- Improved service reliability, predictability, and user experience
This role is intentionally positioned as a senior transformation leader, not an operational process owner. It is designed to uplift capability, embed governance, and leave behind a sustainable operating model.
