Head of IT Operations, Asia

The Head of IT Operations, Asia is responsible for overseeing the management and optimisation of IT infrastructure, systems, and services across the region, ensuring reliability, efficiency, and performance to support business operations. Based in Singapore, this role leads the Asia team as an extension of Central Operations, operating within a follow-the-sun model and aligned with the Division’s centralised core operating model.

This role will lead the Asia operations team, drive service excellence, reinforce operational discipline, and partner closely with regional CIOs, central teams and external providers to support business continuity and scalable growth across the region.

Key Responsibilities

Infrastructure Management

• Lead IT operations across Asia covering infrastructure, cloud, digital workplace, service desk, and network services, ensuring stable, secure, and scalable operations.
• Align operational priorities, capacity, resilience planning, and service capacity with business needs and the Division’s central operating model.
• Enforce operational standards, security policies, and best practices across the regional environment.
• Support operational readiness, resilience, and capacity planning across the region to ensure continuity of service and effective support for business needs.

Service Delivery and Incident Management

• Ensure the delivery of IT services in line with agreed service levels, managing incidents and outages, and implementing processes and tools to restore services promptly and effectively.
• Lead the regional operational cadence, including CAB governance, service reviews, escalation management, and major incident command for P1/P2 issues.
• Monitor IT service management processes and performance, identify trends, risks, and areas for improvement to enhance service quality and user satisfaction across Asia.
• Support Asia operations first and, subject to capacity, contribute to broader Fashion Group operations supporting other regional hubs within the follow-the-sun model.

Stakeholder and Regional Partnership Management

• Serve as the key operational partner to regional IT teams across Greater China, Japan, Korea, and Southeast Asia & Oceania, ensuring strong alignment between regional priorities and central standards.
• Build effective relationships with business, technology, and delivery stakeholders across the region.
• Work closely with Central Operations, Service Delivery Management, Network leadership, CTO Division, and PMO teams to align priorities, escalations, and service improvements.

Team Leadership and Capability Building

• Lead, manage, and develop the Asia team in Singapore, covering IT Operations & Service Desk, Cloud Operations, Digital Workplace Operations, and Network Operations.
• Set clear objectives and expectations for the team, building a high-performance culture focused on accountability, service quality, and continuous improvement.
• Coach and develop team members to strengthen operational capability, leadership depth, and succession readiness within the hub.
• Foster a collaborative and delivery-focused team environment across both local and distributed stakeholders.

Continuous Improvement

• Identify opportunities to improve service quality, efficiency, automation, and operational maturity across the region.
• Drive the implementation of operational process improvements and service enhancements to support business continuity, scalability, and operational consistency.
• Foster a culture of continuous improvement, knowledge sharing, and operational excellence within the team.
• Contribute to broader follow-the-sun operations support where relevant.

Governance & Operational Management

• Maintain clear policies, procedures, and governance frameworks to ensure effective and compliant management of IT services and infrastructure.
• Lead the governance of managed-service providers and run partners in the Asia time zone, ensuring strong service performance, SLA adherence, and effective issue resolution.
• Drive disciplined reporting, issue tracking, and follow-through across operational activities.

Requirements

• Degree in Information Technology, Computer Science, Engineering, or a related field.
• Significant experience in IT operations leadership across a regional or multi-country Asia scope.
• Proven people leadership experience in a complex, matrixed environment.
• Strong knowledge of infrastructure, service desk, cloud, digital workplace, and network operations.
• Strong experience in ITSM, operational governance, CAB, and major incident management.
• Strong stakeholder management skills, with the ability to engage effectively across senior regional leadership, central teams, and delivery partners.
• Strong understanding of operating within a centralised technology model while supporting regional and local business needs.
• Strong analytical judgement, with the ability to problem-solve and simplify complexity, prioritise effectively, and make sound operational decisions.
• Experience in retail, luxury, consumer, or similar service-sensitive environments would be advantageous.