Description

You will lead and transform Aurora's IT support function into a strategic advantage, reimagining the support model with AI and automation while managing global teams to deliver outstanding service and user experience.

Requirements

• 12+ years IT support or service management experience
• 6+ years leading global/multi-site teams in high-growth environments
• Proven success in service transformations with AI and automation
• Strong command of ITIL and service delivery best practices
• Exceptional communication and collaboration skills

Responsibilities

• Build and scale IT support for a distributed workforce
• Lead global support teams with a focus on continuous improvement
• Implement AI-powered tools for IT service operations
• Define and optimize KPIs like first-contact resolution and satisfaction
• Collaborate with cross-functional teams for seamless support