IT Operations and platforms Director

About Graitec Group

Graitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we’ve tripled our revenue in just five years.

Our North Star is clear - accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers.

Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability across the industry.

At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together.

How we work

: Growth, Agility, Innovation, Responsibility

How we behave

: Ambition, Engagement, One Graitec, Positive Energy

Learn more about the Graitec Group: graitec-group.com/graitec-a-global-player

About the Team Hiring

IT & Business Transformation is a global function reporting to the Graitec CEO, made up of four teams: Business Transformation, Data & AI, Information Security, and IT Operations & Platforms. Together we own the delivery capability behind how Graitec operates and we drive Graitec’s continued transformation.

We work as fusion teams and as one with the wider organisation: technology and business colleagues working towards the same goals and outcomes.

IT Operations & Platforms touches the whole company every day: business platforms, cloud and infrastructure, the digital workplace, and end user computing and support. That spans Dynamics 365 Finance & Operations and CRM, the professional services stack, HR systems, customer and web platforms, the service desk, Azure, networking and identity. The team covers EMEA and North America and is shaped around the business domains it serves.

Overview

Business Purpose & Value Contribution

This leadership role owns everything Graitec's people and customers rely on to work: the enterprise applications estate, the cloud and workplace infrastructure, and the global service experience.

The role owns service quality, platform reliability, cost and delivery capability. You will be a senior partner to the business rather than a back office, building a lean, well-run, AI-enabled estate that scales with the business rather than with headcount.

Value is measured in business terms: colleague productivity and experience, platform reliability and resilience, unit cost and operating leverage.

Key Outcome expected

What success looks like in the first 12 months

• A global service desk with a customer service mindset, published service levels, a service catalogue, and self-service that people choose to use, with colleague CSAT and NPS measured and improving.
• The Dynamics 365 Finance & Operations programme fully supported from the run side, with the operating and support model agreed before each go-live.
• A consolidated cloud estate, and the joiner, mover and leaver lifecycle automated end to end.
• A single credible view of platform cost, licence position and vendor performance, with savings achieved.
• Teams organised, sized and led as one function, with single points of failure addressed.
• First wave of AI and automation live in operations, with a measured reduction in manual effort and ticket volume.
• Strong resilience with backup and disaster recovery tested to an agreed schedule.

Responsibilities

Enterprise Platforms

• Own the lifecycle of Graitec's enterprise platforms: Dynamics 365 Finance & Operations and CRM, professional services automation, HR and payroll, and customer and web platforms.
• Partner with Business Transformation so change lands cleanly into a supportable run state, and with Data & AI so platforms produce data the business can trust.
• Manage the platforms as products: named owners, adoption measured, and a roadmap prioritised on business value, under a clear operating model for release and technical debt.

Service Excellence

• Build an ITIL-aligned global IT service experience around the user: responsive, measured and service-led.
• Publish service levels and a service catalogue, run incident, problem and change management through a modern ITSM tool, and provide self-service that reduces manual demand.
• Own the digital workplace: Microsoft 365, Copilot, endpoint