Head of IT Service Delivery

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

Team Introduction
The IT Service team is responsible for the delivery of on-site IT support across EMEA. They are the face of IT and a crucial element in ensuring IT offers the best service possible for the business. Some of the teams' roles and responsibilities may vary, but their excellent customer service remains consistent throughout.

About the Role
This critical role ensures the smooth and effective delivery of IT services across EMEA. It requires a dynamic leader with a passion for measuring and delivering exceptional customer service, driving process improvement and leading high-performing teams.

Responsibilities

• Identify and implement opportunities for service improvement, cost optimization and increased efficiency.
• Establish and maintain robust service delivery processes in alignment with best practices such as ITIL
• Work closely with cross-functional and international teams ensuring effective IT strategies implementation
• Oversee the delivery of IT services, ensuring adherence to SLAs and KPIs
• Continuously monitor and evaluate service performance, identifying areas of improvement and implementing service improvement plans as needed
• Provide leadership, coaching and guidance to an international team, fostering a culture of excellence, collaboration, and continuous improvement
• Provide excellent stakeholder communication and relationship management
• Remain current with industry trends and best practices
• Maintain best practice and act as an EMEA IT ambassador at all times
• Undertake any other activities as reasonably required

Qualifications

• Proven experience in leading IT service delivery teams, strategy and development in complex, international organisations
• Strong attention to detail and organisational skills with the ability to manage multiple tasks and projects simultaneously
• Strong communication and negotiation skills
• Highly competent within Windows and Mac environments
• Comfortable working under pressure and delivering within tight timeframes
• Able to work autonomously and as part of an international team
• Good understanding of at least three of the following skill sets: Windows, Mac, networking, scripting/automation, A/V devices and conference room systems

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.