IT Operations Platform Owner (Head IT Operations) (mfd)

Your Profile

Required Experience & Skills

Must Have

• 15 years of experience in IT Operations Service Management or Technology Operations leadership.
• Proven experience leading multi-disciplinary international IT Operations teams.
• Strong background in IT Service Management (ITIL) IT Operations platforms and operational governance.
• Executive-level experience with vendor management SLA governance and service performance management.
• Strong understanding of IT Service Continuity and Operational Resilience.
• Excellent stakeholder management and communication skills in English.
• Experience in large-scale international environments with matrix organization

Nice to Have

• Relevant certifications (ITIL IT Service Continuity / Resilience Agile or equivalent).
• Familiarity with cloud-based operations DevOps and modern monitoring practices.

Your Tasks

The Global Head of IT Operations is accountable for the end-to-end operational excellence resilience and continuous improvement of global IT services. The role ensures that IT Operations delivers stable secure customer-centric and scalable services that support business objectives across all regions.
This role provides strategic leadership over IT Support / Service Desk operations IT Service Management (governance KPIs reporting major incident management) IT Operations tooling and IT Service Continuity Resilience and Disaster Recovery.

Key Responsibilities

1. Global IT Operations Strategy & Governance
   Define and own global IT Operations strategy
   Establish global standards policies and governance frameworks for IT Operations ensuring consistency while allowing regional flexibility.
   Translate business and technology strategy into clear operational roadmaps KPIs and improvement initiatives.
   Ensure alignment with ITIL operational resilience and regulatory expectations.
2. IT Support
   Oversee global IT Support / Service Desk operations ensuring efficient customer-centric end-user support.
   Govern service provider performance SLAs KPIs and escalation management.
   Drive continuous improvement in: Knowledge managementFirst-contact resolution User experience and satisfaction
   Act as an executive escalation point for business-critical support issues.
3. IT Service Management
   Own and govern the IT Service Management framework ensuring consistent application of ITIL-based practices across all product teams regions and services.
   Ensure availability quality and transparency of operational IT KPIs dashboards and reports covering availability performance incidents requests problems and service health.
   Oversee the IT Service Manager function ensuring strong partnerships with:
   o Product and platform teams developing and deploying business applications
   o Country organizations consuming IT services
   Ensure ITSM enables data-driven decision-making service performance insights and continuous improvement.
   Provide executive oversight of:
   • Major Incident Management and escalation processes
   • Manager-on-Duty and on-call models
   • Cross-functional incident coordination and post-incident reviews
4. IT Operations Platforms & Tooling
   Own the vision and roadmap for IT Operations platforms including ITSM IT Asset Management and Monitoring toolsets.
   Ensure platform standardization scalability and effective adoption across Technology Finance HR Facilities and other corporate functions.
   Govern relationships with third-party tool vendors identifying innovation opportunities and ensuring value realization.
5. IT Service Continuity Resilience & Risk Management
   Ensure a robust IT Service Continuity and Disaster Recovery framework is defined embedded and continuously improved.
   Ensure transparency of IT continuity readiness through KPIs dashboards and executive reporting.
   Partner with Product Security and Risk functions to proactively identify and mitigate operational risks.
6. Leadership & Organization Development
   Lead and develop a global IT Operations leadership team including IT Support (IT Service Desk and Onsite Store Support) IT Service Management IT Operations Platforms and IT Service Continuity.
   Set clear objectives accountability and performance measures for direct reports.
   Foster a culture of continuous improvement operational excellence collaboration and resilience.
   Support talent development succession planning and capability building across IT Operations.

About Us

MediaMarktSaturn is Europes leading consumer electronics retailer. It sees itself as a partner daily companion and navigator for its customers in the digital world. Its over 1000 MediaMarkt and Saturn stores are closely integrated with their online shops. MediaMarktSaturn has a total headcount of more than 60000.

MediaMarktSaturn Technology is working on making Europes number one consumer electronics retailer the technology leader in its sector. To this end several hundred developers UX designers and system architects using state-of-the-art technology work hand in hand with business owners in agile teams to develop customer-focused technology solutions for more than 6 million customers every day in 11 countries.

Technology Hub located in Barcelona is one of the service units of MediaMarktSaturn Technology to deliver adequate staffing and engineering skills for the agreed deliveries of the global deployment plan for the entire group.

(*) Diversity and equal opportunities are important to us. Research shows that women and people from underrepresented groups are less likely to apply if they dont meet all the criteria. If you are interested in this position but your experience doesnt align perfectly with every requirement we still encourage you to apply.

Additional Benefits

• Young environment where not everything is written in stone and where you are expected to contribute and co-create the culture of the Tech Hub and international collaboration model.
• Youll have a 10% discount on the entire MediaMarkt website so you can treat yourself at a lower price whenever you want!
• On top of your compensation package you can request Flexible Pay MediaFlex program (a.e. Ticket Restaurant Private Health Insurance with Segur Caixa Adeslas )
• Flexible working time and possibility to combine home office / presential working. Intensive workday every Friday and during summer.
• The possibility to choose between 2 offices: The first one is the MediaMarkt Iberia HQ with a very attractive menu at a price. Youll eat for less than 4! And the second office is located at Pier01 in Barceloneta right in the center of Barcelona. Free coffee and free fruit once a week.
• If you need a VISA dont worry well assist you with the visa process and accompany you throughout the entire process!
• There is a training budgetso you can continue developing the skills you need most to keep growing professionally and personally!
• We offer language classes: English Spanish and German.
• On your birthday you wont work! Its a day for you to enjoy without thinking about work.
• Youll be working with the most cutting-edge technological stack of the moment.

Job Infos

Location:Barcelona El Prat De Llobregat

Media Markt Saturn Th Services Barcelona

Department:HQ - IT

Entrylevel:Professional Level

Type of Employement:Full Time

Working Hours:40

Persona:Job Requisition Tech Employee

Recruiter:Angela Paredes

Recruiter:Angela Evelyn Paredes Huanca