Global IT Operations Manager

 

 

About the Role

Nebius is scaling globally, and our Enterprise Technologies team is building the operating model that enables employees to do their best work — securely, efficiently, and with as little friction as possible.

We are looking for a Global IT Operations Manager to lead IT Operations across all non-US regions. You will partner closely with the Global IT Operations Manager for the Americas to build and run a unified global IT function, with true follow-the-sun coverage, consistent service standards, and a customer-obsessed support culture.

This is a hands-on leadership role with Head-level scope. You will lead a team of approximately 7–8 people, shape the operating model for non-US IT Operations, and drive Nebius toward 24x7 support, stronger regional coverage, Executive IT Support, scalable onboarding/offboarding, hardware lifecycle excellence, and measurable helpdesk effectiveness.

The right person is both strategic and practical: someone who can define the model, lead the team, write the runbook, unblock the escalation, and still jump into complex troubleshooting when needed.

What You'll Do

Leadership & Strategy

• Lead IT Operations across all non-US regions including EMEA, APAC, and other Nebius locations outside the United States
• Partner with the Global IT Operations Manager, Americas to build one global operating model with consistent standards, handoffs, metrics, escalation paths, and service quality
• Build and mature a true follow-the-sun IT support model with the foundations for 24x7 internal coverage
• Lead, coach, and develop a team of approximately 7–8 IT Operations professionals across multiple locations and time zones
• Co-own the design and rollout of Executive IT Support

Helpdesk & Service Excellence

• Improve helpdesk effectiveness across intake, prioritisation, routing, escalation, resolution quality, knowledge management, SLAs/SLOs, and reporting
• Build a customer-obsessed, white-glove support culture that treats IT as a business-enabling service
• Drive measurable improvements in CSAT, first response time, time to resolution, MTTR, ticket quality, repeat-ticket reduction, Tier-0 deflection, and ticket volume per employee

Operations & Process

• Establish scalable onboarding, offboarding, conversion, rehire, and internal mobility support flows across non-US regions
• Improve hardware lifecycle operations including procurement coordination, inventory, assignment, repair, replacement, recovery, legal hold support, and retirement
• Build and maintain runbooks, knowledge base content, self-service flows, and automation opportunities to reduce manual work and improve employee experience
• Ensure IT Operations processes are secure, compliant, auditable, and aligned with Nebius standards

Cross-Functional Partnership

• Partner closely with IT Infrastructure, Enterprise Applications, Security, People, Finance, Legal, Procurement, Workplace, and regional leadership
• Support IT readiness for new offices, office moves, local events, AV/collaboration needs, and regional business requirements
• Stay hands-on enough to support critical escalations, troubleshoot complex end-user issues, and model high-quality technical execution for the team

What We're Looking For

• Proven experience leading IT Operations, Service Desk, End User Computing, or regional IT teams in a global environment
• Demonstrated ability to build or scale IT Operations across multiple countries, time zones, and office locations
• Experience leading teams of 7–8 or more people, including hiring, coaching, performance management, and team development
• Experience