Purpose of the Job
The Head of Operations Transformation is a senior leadership role accountable for driving the end-to-end transformation of Aramex Digital & Technology operations, with an initial and critical focus on IT Service Management (ITSM) transformation aligned to ITIL v4 and enabled through ServiceNow MSP.
The role owns the design, implementation, adoption, and sustained performance of future-state operational processes across IT Operations, Security/SOC, NOC (the Command Centre), Release Management, Infrastructure, Cloud, and Business Applications. It will also ensure Foundational Transformation across Release Management with the aim of achieving full control, quality and modern Release Management practices and the implementation of Asset Management and the Global Configuration Management Database (CMDB) as the foundational baseline for all lT Operations globally.
- Standardized, enterprise-wide ITSM and Release Management processes.
This role ensures that Aramex progresses from current ITSM maturity levels toward Level 3+ (Established / Predictable) across core processes.)
- A single Asset repository and CMDB globally integrated fully into global processes.
- Improved service reliability, predictability, and user experience
This role is intentionally positioned as a senior transformation leader, not an operational process owner. It is designed to uplift capability, embed governance, and leave behind a sustainable operating model.
Job Description
Transformational:
This significant transformation program will affect all D&T, all programs, all regions and will be a first-time implementation for Aramex, bringing the processes in line with modern, contemporary technical practice.
Stream A] ITSM Transformation
- Own and lead the ITSM Transformation Program, covering Incident, Problem, Change, Release, Event, Knowledge, Configuration, and Service Catalogue Management.
- Act as Aramex’s accountable owner for Phase 2 ITSM Design & Implementation, ensuring delivery aligns with:
- ITIL v4 best practices
- MSP-supported ServiceNow constraints
- Translate program deliverables into embedded BAU operating models, including:
- TO-BE processes, workflows, and governance.
- Clear RACI, escalation paths, and decision rights
- Drive cross-functional alignment across IT Ops, SOC, NOC, Release Management, Infra, Cloud, and Application teams.
Stream B] Release Management Transformation
- Automation Across the Lifecycle and implementation of the new DevSecOps toolchain
- Prioritize automation in testing, deployment, and infrastructure provisioning to reduce manual effort and errors.
- CI/CD Pipeline Optimization to streamline build and release workflows with the new toolchain.
- Monitoring & Observability
- Enhance operational visibility using APM monitoring tools within the Command Centre.
- Implementation of Splunk and Elastic toolsets for full APM monitoring.
- Governance & Compliance
- Implement centralized dashboards for vulnerability tracking and compliance metrics.
- Enforce strong IAM controls and role-based access.
Stream C] Asset Management and CMDB Transformation
- Establish the CMDB presentation explains CMDB’s role in centralizing IT infrastructure data and mapping relationships, while ITAM focuses on asset lifecycle and financials.
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- Use agentless discovery tools for speed and accuracy.
- Validate and cleanse data before populating the CMDB.
- CI Design & Relationship Mapping
- Identify key Configuration Items (CIs) and map dependencies (apps ↔ servers ↔ services).
- Decide on appropriate data granularity—track what supports business outcomes.
- Integration with ITSM & Security
- Ensure seamless integration with ITSM workflows (incident, change, problem management).
- Link CMDB with SIEM for proactive threat detection.
- Governance & Continuous Improvement
- Assign CI ownership and define recurring duties.
- Embed processes for CMDB ongoing governance.
Customer:
- Improve end-user and business experience by reducing friction, ambiguity, and service variability.
- Ensure IT services are business-aligned, measurable, and transparent.
Job Requirements - Experience and Education
- 15+ years of experience in IT Operations, Service Management, or large-scale technology transformation roles.
- Proven leadership of enterprise ITSM transformations, ideally in complex, multi-region organizations.
- Strong hands-on experience with ITIL v4, operating model design, and process governance.
- Experience working with ServiceNow (enterprise or MSP-based models preferred).
- Demonstrated ability to lead vendors and ensure client-side accountability for outcomes.
- Strong background in operational governance, KPI design, and performance management.
Bachelor’s degree in Information Technology, Engineering, or related field.
- ITIL v4 Managing Professional or equivalent strongly preferred.
- Experience of automation for CI/CD pipelines and release management preferred.
- Experience of establishing a CMDB integrated with ITSM preferred.
Leadership Behaviors
Building Outstanding TeamsSetting a clear directionSimplificationCollaborate & break silosExecution & AccountabilityGrowth mindsetInnovationInclusionExternal focus
Skills
