Director IT Service Excellence & Compliance Director IT Service Excellence & Compliance Dornbirn, Austria SpotLIGHT of the job Take a leading role in shaping how Corporate IT operates globally. As Director Service Excellence & Compliance, you will define common standards for IT service management, operational quality, compliance and resilience, while driving continuous improvement across platforms, teams and service partners. You will work across the IT organization to strengthen service quality, operational maturity, audit readiness and business continuity, creating greater consistency and transparency across our global Corporate IT environment. Responsibilities Corporate IT Operating System Accountable for the integrated CIT operating model [KK1.1]and mandatory standards applied consistently across Platform Owners, internal support teams and current or future service suppliers, without exception unless formally approved. Define governance, roles, decision rights, review cadences, templates, controls and performance measures while preserving delivery accountability with Platform Owners. ITSM and Knowledge Management Framework  Accountable for and continuously improve standards for incident, major incident, service request, problem, change, service catalogue, escalation, operational readiness and support models. Define the knowledge-management framework, including mandatory service definitions, runbooks, support models, monitoring guides, recovery procedures, escalation matrices, known errors, operational risks, audit evidence and supplier operating documentation. Define templates, mandatory content, classification, retention and review cycles; Platform Owners maintain accurate content. Service Assurance and Operational Reporting Establish independent operational assurance across all platforms, internal operations and service suppliers, covering service quality, availability, process compliance, major incidents, operational maturity, knowledge quality and recovery readiness. Design operational KPIs and lead service reviews, assurance reporting, escalation and improvement tracking. Supplier assurance is operational; commercial supplier ownership remains with the designated CIT commercial role. ISO 27001, Audit and Compliance Accountable for the CIT ISO 27001 ISMS, Local ISM, control-ownership matrix, central audit-evidence model and readiness reporting. Coordinate internal audits, external audits and certification bodies; ensure accountable control and evidence owners are assigned and findings are remediated transparently. Resilience and Operational Security Accountable for the CIT managed part of the business-continuity and disaster-recovery framework for critical platforms, including business-impact analysis, RTO/RPO, recovery ownership, documented procedures, testing, lessons learned and periodic certification. Govern operational security standards for backup, monitoring, patching, vulnerability remediation and security-incident procedures, while control execution remains with Platform Owners and process owners. Operational Excellence and Maturity Accountable for the continual service improvement framework, maturity model and improvement pipeline across ITSM, knowledge, audit readiness, recovery readiness, service quality and operational excellence. Drive root-cause analysis, automation opportunities, systemic process improvements and transparent closure of agreed actions across platforms and partners. Skills & Experience University degree in Information Technology, Computer Science, Business Administration or a comparable discipline. Relevant certifications in IT service management, ISO 27001, risk, audit, security, knowledge management or business continuity are advantageous Senior leadership experience in global IT operations, service management, operational excellence, resilience and compliance Proven ownership of enterprise-wide ITSM and assurance frameworks in a complex matrix and multi-supplier environment Ability to define mandatory standards, provide objective assurance, influence senior stakeholders and drive measurable improvement without taking over service ownership. What we offer Affordable and Nutritious Canteen: A subsidized cafeteria offering healthy and budget-friendly meal options for employees. Corporate Benefits and Perks: Access to a range of established corporate benefits, including exclusive discounts at various retailers and gyms across Vorarlberg. Company Pension Scheme: A retirement plan customized to meet individual requirements. Extensive training and development opportunities: Access to a wide range of training programs designed to support personal and professional growth. Commuting Cost Assistance & Job Bike Program: Financial support for commuting, including a subsidy for transportation and the option to lease a bike for both work and personal use What matters to us We understand not only the power of the visible, but also the invisible. Like light, diversity is intangible, but it is perceptible. We value the uniqueness of every person and see this as a driver of innovation. Qualified applicants will be considered regardless of, for example, origin, skin color, gender, religion, age, sexual orientation, gender identity/expression or disability. As the contact person for this position, a great candidate experience is important to me! I will reach out to you within 7 days. Please inform me of any assistance you may need, so I can best support you throughout the hiring process. Talent Acquisition Partner Milos Mladenovic milos.mladenovic@zumtobelgroup.com Who we are At the Zumtobel Group, we are passionate about designing and producing light that empowers humans and brings architecture to life. We continuously push the boundaries in our search for perfection through timeless design, technical excellence and efficient performance. Through light, we create spaces that inspire. As we develop the next generation of lighting, we consider the wellbeing of people and nature. Our lighting is designed for our customers and their individual aspirations. We guide them into a new world of opportunities – as a group, and through all our individual brands, Thorn, Tridonic and Zumtobel. Learn more about our Group in our enlightening video - where WE LIVE LIGHT and thrive together! The result is a series of personal and authentic insights into our corporate culture - illustrated from different perspectives. Follow us: WE ARE PASSIONATE ABOUT LIGHT. We share a passion for light, creating aesthetic, functional, and sustainable lighting solutions that enhance quality of life. WE ARE EXCITED ABOUT CREATING INNOVATIVE LIGHTING SOLUTIONS FOR A SUSTAINABLE FUTURE. Sustainability and innovation drive everything we do — shaping a responsible, climate-neutral future. WE ARE INTERNATIONAL AND PERSONAL AT THE SAME TIME. While we have grown from a family business into a global organization, our collaborative spirit and familial culture remain integral to our identity. APPLY HERE