Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent.
Our Wizards from over 13 countries work together to protect the infrastructure of our hundreds of customers, including over 45% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster.
Location: London
Job Summary: Lead and optimize global IT operations, focusing on Service Desk management, employee onboarding, and IT experience. Drive operational excellence through SLA management, metrics reporting, and building a high-performing team of IT professionals. Utilize ITIL best practices and modern service management tools to ensure efficient and effective IT service delivery.
Key Responsibilities:
- Manage and optimize global Service Desk operations
- Oversee and enhance Employee Onboarding processes and overall IT Experience
- Establish, monitor, and maintain SLAs across global Service Desk operations
- Drive customer satisfaction initiatives and conduct regular IT surveys
- Develop and report on key metrics to the IT leadership team
- Recruit, train, and lead a team of qualified IT Technicians
- Implement and maintain ITIL best practices across IT operations
- Manage and optimize ServiceNow and FreshService platforms
- Ensure high-quality IT support and consistently improve user satisfaction
- Develop and implement IT service strategies aligned with business goals
- Oversee budget for IT operations and Service Desk
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field
- 7+ years of experience in IT operations, including global Service Desk management
- 5+ years of experience with ITIL framework and its practical application
- Proven expertise in ServiceNow or FreshService managing a global service desk
- Strong understanding of IT service management principles
- Experience with SLA management and performance metrics reporting
- Excellent communication and collaboration skills
Desired Skills:
- ITIL certification (ITIL 4 Foundation or higher)
- Experience in a fast-growing SaaS startup
- Data analysis and interpretation skills for metrics and survey results
- Strong leadership and team-building abilities
- Change management and process improvement expertise
- Experience in managing global, cross-cultural teams
- Strategic thinking and ability to align IT operations with business objectives
If your experience is close but doesn’t fulfill all requirements, please apply. Wiz is on a mission to build a special company. To achieve our goal, we are focused on hiring Wizards with different backgrounds, perspectives, and experiences.
Wiz is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
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