Global IT Operations Manager
Nebius
Posted about 6 hours ago
About Nebius:
Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure.
Built by engineers, for engineers. From large-scale GPU orchestration to inference optimization, we own the hard problems across compute, storage, networking and applied AI.
Listed on Nasdaq (NBIS) and headquartered in Amsterdam, we have a global footprint with R&D hubs across Europe, the UK, North America and Israel. Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D.
About the Role
Nebius is scaling globally, and our Enterprise Technologies team is building the operating model that enables employees to do their best work — securely, efficiently, and with as little friction as possible.
We are looking for a Global IT Operations Manager to lead IT Operations across all non-US regions. You will partner closely with the Global IT Operations Manager for the Americas to build and run a unified global IT function, with true follow-the-sun coverage, consistent service standards, and a customer-obsessed support culture.
This is a hands-on leadership role with Head-level scope. You will lead a team of approximately 7–8 people, shape the operating model for non-US IT Operations, and drive Nebius toward 24x7 support, stronger regional coverage, Executive IT Support, scalable onboarding/offboarding, hardware lifecycle excellence, and measurable helpdesk effectiveness.
The right person is both strategic and practical: someone who can define the model, lead the team, write the runbook, unblock the escalation, and still jump into complex troubleshooting when needed.
What You'll Do
Leadership & Strategy
- Lead IT Operations across all non-US regions including EMEA, APAC, and other Nebius locations outside the United States
- Partner with the Global IT Operations Manager, Americas to build one global operating model with consistent standards, handoffs, metrics, escalation paths, and service quality
- Build and mature a true follow-the-sun IT support model with the foundations for 24x7 internal coverage
- Lead, coach, and develop a team of approximately 7–8 IT Operations professionals across multiple locations and time zones
- Co-own the design and rollout of Executive IT Support
Helpdesk & Service Excellence
- Improve helpdesk effectiveness across intake, prioritisation, routing, escalation, resolution quality, knowledge management, SLAs/SLOs, and reporting
- Build a customer-obsessed, white-glove support culture that treats IT as a business-enabling service
- Drive measurable improvements in CSAT, first response time, time to resolution, MTTR, ticket quality, repeat-ticket reduction, Tier-0 deflection, and ticket volume per employee
Operations & Process
- Establish scalable onboarding, offboarding, conversion, rehire, and internal mobility support flows across non-US regions
- Improve hardware lifecycle operations including procurement coordination, inventory, assignment, repair, replacement, recovery, legal hold support, and retirement
- Build and maintain runbooks, knowledge base content, self-service flows, and automation opportunities to reduce manual work and improve employee experience
- Ensure IT Operations processes are secure, compliant, auditable, and aligned with Nebius standards
Cross-Functional Partnership
- Partner closely with IT Infrastructure, Enterprise Applications, Security, People, Finance, Legal, Procurement, Workplace, and regional leadership
- Support IT readiness for new offices, office moves, local events, AV/collaboration needs, and regional business requirements
- Stay hands-on enough to support critical escalations, troubleshoot complex end-user issues, and model high-quality technical execution for the team
What We're Looking For
- Proven experience leading IT Operations, Service Desk, End User Computing, or regional IT teams in a global environment
- Demonstrated ability to build or scale IT Operations across multiple countries, time zones, and office locations
- Experience leading teams of 7–8 or more people, including hiring, coaching, performance management, and team development
- Experience designing or operating follow-the-sun, extended-hours, or 24x7 support models
- Strong understanding of helpdesk operations: SLAs/SLOs, queue management, escalation models, ticket quality, knowledge management, CSAT, and service reporting
- Strong hands-on technical background across modern workplace technologies, endpoint support, collaboration tools, identity/access, networking, AV, and executive troubleshooting
- Experience building or running Executive IT Support or white-glove support for senior leaders
- Strong customer obsession with the ability to turn employee pain points into durable service improvements
- Ability to use data to identify operational gaps, prioritise improvements, and communicate progress to senior leadership
- Excellent communication skills, especially during escalations, outages, and executive support situations
- Willingness to travel to Nebius office locations as needed
Nice to Have
- Experience in a high-growth technology, cloud, AI infrastructure, or engineering-led company
- Experience supporting distributed teams across EMEA, APAC, Israel, and other global regions
- Familiarity with Jira Service Management, Confluence, Slack, Zoom, Google Workspace, Microsoft 365, Entra ID, Intune, Jamf, or similar tooling
- Experience with automation, AI triage, virtual agents, service portals, or Tier-0/self-service programmes
- Experience in SOX, SOC 2, ISO, NIS, or other compliance-driven IT environments
- Experience supporting office launches, site expansions, AV/event support, or regional workplace technology readiness
- ITIL, service management, or operational excellence background
What Success Looks Like
Within your first 6–12 months, you will have:
- Established clear ownership for non-US IT Operations
- Built a strong partnership model with the Americas IT Operations leader
- Improved global handoffs, escalation paths, queue visibility, and service consistency
- Created a practical roadmap toward internal 24x7 follow-the-sun coverage
- Improved helpdesk metrics across response time, resolution time, CSAT, SLA/SLO visibility, and ticket quality
- Advanced Executive IT Support in partnership with the Americas IT Operations leader
- Improved regional onboarding, offboarding, hardware lifecycle, and office support readiness
- Strengthened knowledge base quality, self-service, and automation opportunities
- Built a high-performing, customer-obsessed team with clear expectations, ownership, and growth paths
- Created better transparency for the CIO and ET leadership on service health, risks, capacity, and improvement priorities
Benefits & Perks:
- Competitive compensation
- Career growth and learning opportunities
- Flexibility and work-life balance
- Collaborative and innovative culture
- Opportunity to work on impactful AI projects
- International environment and talented teams
What's it like to work at Nebius:
Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI
Equal Opportunity Statement:
Nebius is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace and to providing equal employment opportunities in all aspects of employment. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.
Applicants must be authorized to work in the country in which they apply and will be required to provide proof of employment eligibility as a condition of hire.
If you need accommodations during the application process, please let us know.
