Overview
The Head of Department Operations Centre is responsible for executing the unified operational model for ICT service delivery to INTERPOL's global user base, ensuring ICT services meet operational needs with precision, reliability, and security.
Key Responsibilities
- Initiate, coordinate, and ensure the timely and effective execution of all 24/7 operational activities within the Operations Centre.
- Assume overall responsibility for the ICT’s Service Desk and Network Operations Centre (NOPC).
- Establish unified workflows, escalation paths, and performance standards.
- Oversee the end-to-end lifecycle of incident, problem, and request management.
- Manage real-time monitoring, alerting, and dashboarding systems.
- Guarantee 24/7 operational readiness of the OPC.
- Participate in cross-functional incident response teams.
- Ensure all incidents are logged, classified, prioritized, and escalated.
- Maintain and continuously improve operational documentation.
- Deliver daily, weekly, and monthly operational reports.
- Collaborate directly with the Head of Platforms & Systems and Engineering Office.
- Develop and maintain the OPC Strategic Plan.
- Define, monitor, and report on Key Performance Indicators (KPIs) and Service Level Objectives (SLOs).
- Participate in the execution of operational resilience exercises.
- Drive the digital transformation of the OPC.
- Ensure all OPC processes are compliant with ISO 27001 and INTERPOL’s ICT Governance Frameworks.
- Work with the Architecture and Engineering to ensure new systems and services are operationally ready.
- Lead lifecycle planning for OPC tools, infrastructure and supplies.
- Prepare RFPs, Statements of Work (SOW), and business cases for OPC-related technology investments.
- Conduct cost-benefit and return-on-investment analyses for OPC modernization initiatives.
- Oversee the deployment, configuration, and testing of new OPC systems.
- Coordinate with Procurement, Finance, and Legal.
- Ensure smooth transition from pilot to production for all new OPC technologies.
- Monitor the performance of all OPC tools and systems post-deployment.
- Directly supervise, coach, and develop OPC staff.
- Lead the performance management process.
- Ensure multi-skilling and redundancy across all OPC roles.
- Foster a proactive, service-oriented, and security-conscious culture.
- Represent the OPC in senior operational meetings.
- Act on behalf of CITOO during critical incidents or high-level briefings.
- Maintain strong working relationships with key departments and teams.
- Serve as the primary point of contact between the OPC and National Central Bureaus (NCBs).
- Coordinate with Regional Offices and INTERPOL’s Global NCB Network.
- Engage with Finance, Planning, and Procurement teams.
- Represent INTERPOL’s OPC in international forums, working groups, and bilateral engagements.
- Ensure all communications internal and external are clear, accurate, multilingual (English/French/Spanish/Arabic), and aligned with INTERPOL’s neutral, professional, and secure communication protocols.
- Perform any other duties as required by the hierarchy.
Required Experience
- Minimum 8 years’ experience in ICT operations, with at least 5 years in a leadership or managerial role within a 24/7 operational environment.
- Ten years of relevant experience are required if the post holder does not have the required level of education.
- Proven experience managing a large-scale, global Operations Centre ideally within a law enforcement, government, or international organization.
- Demonstrated expertise in incident management, service restoration, escalation protocols, and real-time monitoring of mission-critical systems.
- Strong background in ITIL-based service operations, with experience implementing and auditing operational processes.
- Experience leading teams under high-pressure, time-critical conditions including during cyberattacks, natural disasters, or major global events.
- Experience working international law enforcement partners is an advantage.
Qualifications
- At least five years’ University education in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification is mandatory; ITIL Expert or Service Management certifications are highly desirable.
