[Hiring] Director - Problem, Risk & Continuous Improvement @Foundever®

Role Description

Owns the disciplines that stop the same failure happening twice. Where Incident Management restores service and Change Management controls what enters the estate, this role is accountable for why failures occur, what exposure they leave behind, and what structurally changes as a result — across the Telecom, Network, Systems and SOC towers.

• Problem — drive root cause to confirmed closure, convert findings into permanent fixes, and eliminate chronic and repeat failure.
• Risk — maintain a live view of IT operational risk: single points of failure, concentration, control gaps, resilience and recoverability.
• Continuous Improvement — run a prioritised improvement portfolio with quantified, validated benefit rather than activity.

This is a senior individual-leadership role. The holder will be expected to challenge tower owners and vendors on weak analysis, hold improvement commitments to their dates, and present an unvarnished position to the Senior Director and CIO.

Qualifications

• 12–15 years in IT operations or service management, including at least 4 years owning problem management, operational risk or service improvement at a managerial level in a multi-site enterprise.
• Demonstrated reduction of repeat and chronic incidents through structured root cause work — with evidence of what changed and what it delivered.
• Strong grounding across infrastructure domains — network, telecom, data centre and security operations — sufficient to challenge a technical RCA on its merits.
• Practical command of operational risk: register discipline, scoring, single points of failure, control testing, DR and continuity assurance, audit remediation.
• Structured improvement methodology applied in anger — Lean, Six Sigma or ITIL CSI — with quantified, validated outcomes rather than initiative counts.
• Fluent with ITSM tooling (ServiceNow, Remedy or equivalent) and comfortable interrogating incident, problem and change data directly.
• Proven senior stakeholder management: has held tower leaders and vendors to commitments and presented uncomfortable findings to executive level.
• Bachelor's degree in Engineering, IT or a related discipline.

Requirements

• ITIL v4 Managing Professional or equivalent; Six Sigma Black Belt; PMP or PRINCE2; ISO 22301, ISO 27001 or risk-specific certification.
• BPO, shared services, aviation or logistics background in a 24x7 global operating environment.
• Experience building a problem or risk function from a low-maturity starting point, including process design and adoption.

Benefits

• Impactful work: Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
• Professional growth: Continuous learning and development opportunities in a dynamic, remote work environment.
• Competitive compensation: Attractive salary and benefits package.
• Collaborative environment: A supportive team culture with opportunities for occasional travel for training and industry events.