Head of IT Oper&Delivery in Trafford

LyondellBasell is a leader in the global chemical industry creating solutions for everyday sustainable living. With a nearly 70-year legacy that includes a Nobel Prize in Chemistry and our proprietary MoReTec recycling technology, LYB is enabling a more sustainable future for generations to come. LYB develops high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. LYB places high priority on diversity, equity and inclusion and is Advancing Good with an emphasis on our planet, the communities where we operate and our future workforce. We are addressing the global challenges of ending plastic waste, taking climate action, and supporting a thriving society, while generating value for our customers, investors, and society.

This is the role

The Head of IT Operations & Service Delivery leads the delivery, performance, and continuous improvement of IT services across the enterprise. This includes ensuring that all infrastructure, cloud, platform, application services, end-user workstations, and business continuity capabilities are reliable, secure, cost-effective, and aligned with business needs. The role manages a blend of internal staff and Managed Service Providers to achieve operational excellence and innovation in service management, while also ensuring robust disaster recovery and business continuity planning and execution. The Head of IT Operations & Service Delivery is also responsible for the IT vendor and contract portfolio, accountable for the selection, management, performance, and compliance of all IT vendors and contracts. The role is responsible for driving operations performance improvement, process standardization, and continuous operational cost optimization across all IT service domains.

Key Responsibilities:

• Lead and govern end-to-end IT service delivery across HQ and all plants.
• Ensure consistent, high-quality service management (ITIL-based) across incident, problem, change, and request processes.
• Drive improvement initiatives to enhance service quality, efficiency, and user satisfaction.
• Define, oversee, and report on service performance, SLA compliance, KPIs, and user satisfaction.
• Oversee all on-premises and cloud infrastructure, including networks, servers, storage, endpoints, and collaboration platforms.
• Manage hybrid cloud operations (Azure, SaaS environments) with MSPs.
• Drive infrastructure modernization, automation, and cost optimization.
• Lead the end-to-end lifecycle of workstation preparation and delivery.
• Partner with the Head of Application Support to ensure reliable platform and application performance, for both SAP and non-SAP environments.
• Manage technical infrastructure underpinning business applications (databases, middleware, integration platforms, and identity management).
• Collaborate on root-cause analysis, release management, and change planning for business-critical systems.
• Standardize support processes and documentation to drive efficiency and reduce operational risk.
• Manage the internal Service Desk (L1) team to deliver prompt, effective support to users and coordinate escalations to L2/L3 or MSPs.
• Implement self-service portals and knowledge bases to improve first-call resolution and reduce ticket volumes.
• Regularly analyze user feedback and drive continuous improvement initiatives to enhance satisfaction and responsiveness.
• Own and manage the IT vendor and contract portfolio, including all Managed Service Providers, infrastructure, cloud, software, and hardware vendors.
• Lead the end-to-end vendor lifecycle: selection, onboarding, performance management, renewal, and offboarding.
• Conduct regular business reviews, track service KPIs, SLAs, and drive accountability.
• Partner with the Cybersecurity & GRC team to ensure service operations comply with regulatory standards (ISO 27001, GDPR, etc.).
• Support vulnerability remediation, patch management, and audit readiness.
• Develop and manage the IT Operations budget, including infrastructure, licensing, MSP contracts, and hardware lifecycle.
• Track operational expenditure and identify cost-saving opportunities.
• Promote a culture of operational excellence and proactive service improvement.

This is who you are

To be successful in this role, you must recognise yourself in the following profile: The role emphasizes strong leadership in building and guiding cross-functional teams through change while fostering collaboration with key IT functions. It requires deep expertise in ITIL and ITSM frameworks, combined with technical knowledge of infrastructure, cloud, and enterprise applications. The position involves managing complex vendor relationships to ensure performance-based outcomes and driving operational excellence through process standardization and cost optimization. Additionally, it champions innovation by leveraging automation, analytics, and emerging technologies to enhance service delivery. Candidates will be assessed on the following LYB competencies:

• Build Partnerships
• Deliver Results
• Drive Innovation
• Grow Capabilities
• Promote Inclusion

This is what you bring

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• ITIL v4 Certification required.
• Preferred: PMP, COBIT, Azure or AWS certifications.
• 10–12 years of IT operations, infrastructure, or service delivery experience.
• 5+ years in a leadership role managing hybrid (internal + MSP) IT delivery models.
• Demonstrated success in ITSM, vendor management, and platform operations.
• Experience in the chemical, manufacturing, or process industry preferred.
• Experience developing, implementing, and testing disaster recovery and business continuity plans is highly desirable.
• Proven experience in end-to-end IT vendor and contract management, including negotiation, performance management, and compliance.

This is what we offer

We offer an environment where we encourage personal and professional growth and where you will be rewarded for your performance and results. You will have the possibility to work with specialists in all fields to develop innovative solutions and to extend your national and international network. In addition, we offer you a competitive salary package.

Interested?

Please send us your resume via the application button. Please feel free to contact James Smeets, Talent Acquisition Consultant for more details. Would you like to apply? Just send us your motivation and resume via the application button. Only applications through this application button will be taken into consideration.