Jobid=c71ff56b699c (0.0451)
Head of IT Operations & Service Delivery
LyondellBasell is a leader in the global chemical industry, creating solutions for everyday sustainable living and taking pride in innovation, diversity, and community impact. In June 2025, LYB announced an exclusive agreement for the sale of four olefins & polyolefins sites across Europe. These sites will form the core of a new, scalable European Olefins & Polyolefins business headquartered in Rotterdam with production sites in France, Germany, the UK, and Spain.
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This is the role
The Head of IT Operations & Service Delivery leads the delivery, performance, and continuous improvement of IT services across the enterprise. Responsibilities include ensuring reliable, secure, and cost‑effective infrastructure, cloud, platform, application services, end‑user workstations, and business continuity capabilities. The role manages internal staff and Managed Service Providers to achieve operational excellence, while overseeing IT vendor and contract portfolios, disaster recovery, and business continuity planning.
Key Responsibilities
- Lead and govern end‑to‑end IT service delivery across HQ and all plants.
- Maintain consistent, high‑quality ITIL‑based service management across incident, problem, change, and request processes.
- Drive improvement initiatives to enhance service quality, efficiency, and user satisfaction.
- Define, oversee, and report on service performance, SLA compliance, KPIs, and user satisfaction.
- Oversee all on‑premises and cloud infrastructure, including networks, servers, storage, endpoints, and collaboration platforms.
- Manage hybrid cloud operations (Azure, SaaS) with MSPs.
- Modernise infrastructure, automate processes, and optimise costs.
- Lead the end‑to‑end lifecycle of workstation preparation and delivery.
- Partner with the Head of Application Support to ensure reliable platform and application performance for both SAP and non‑SAP environments.
- Manage technical infrastructure underpinning business applications (databases, middleware, integration platforms, and identity management).
- Collaborate on root‑cause analysis, release management, and change planning for business‑critical systems.
- Standardise support processes and documentation to drive efficiency and reduce operational risk.
- Manage the internal Service Desk (L1) team to deliver prompt, effective support and coordinate escalations to L2/L3 or MSPs.
- Implement self‑service portals and knowledge bases to improve first‑call resolution and reduce ticket volumes.
- Regularly analyse user feedback and drive continuous improvement initiatives to enhance satisfaction.
- Own and manage the IT vendor and contract portfolio, including all Managed Service Providers and infrastructure, cloud, software, and hardware vendors.
- Lead the full vendor lifecycle: selection, onboarding, performance management, renewal, and offboarding.
- Conduct regular business reviews, track service KPIs and SLAs, and enforce accountability.
- Partner with the Cybersecurity & GRC team to ensure compliance with regulatory standards (ISO 27001, GDPR, etc.).
- Support vulnerability remediation, patch management, and audit readiness.
- Develop and manage the IT Operations budget, including infrastructure, licensing, MSP contracts, and hardware lifecycle.
- Track operational expenditure and identify cost‑saving opportunities.
- Promote a culture of operational excellence and proactive service improvement.
This is who you are
The role requires strong leadership, deep ITIL knowledge, and technical expertise across infrastructure, cloud, and enterprise applications. You will guide cross‑functional teams through change, manage complex vendor relationships, and champion continuous improvement and innovation.
LYB Competencies
- Build Partnerships
- Deliver Results
- Drive Innovation
- Grow Capabilities
- Promote Inclusion
This is what you bring
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- ITIL v4 Certification (required).
- Preferred: PMP, COBIT, Azure or AWS certifications.
- 10–12 years of IT operations, infrastructure, or service delivery experience.
- 5+ years in a leadership role managing hybrid (internal + MSP) IT delivery models.
- Demonstrated success in ITSM, vendor management, and platform operations.
- Experience in the chemical, manufacturing, or process industry preferred.
- Experience developing, implementing, and testing disaster recovery and business continuity plans.
- Proven expertise in end‑to‑end IT vendor and contract management, including negotiation and compliance.
This is what we offer
An environment that encourages personal and professional growth, strong performance rewards, and opportunities to collaborate with specialists across fields. Competitive salary package included.
Interested?
Please submit your resume and motivation through the application button. We only consider applications received via this channel.
LyondellBasell does not accept or retain unsolicited resumes or phone calls and does not respond to third parties on behalf of job seekers. xbpjoel
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