Digital Operations Lead

Job Role : Digital Operations , APAC TSO Hub

Job Title : Digital Operations Lead, APAC TSO Hub

TSO Stands for Technology, Security & Operations - We enable and secure HEINEKEN's Digital ecosystem to ensure business continuity and reliability with a world-class user experience and cost for value. TS&O; enables HEINEKEN to standardize, secure, and operate future-fit Digital Infrastructure & Platforms, Services, and Operations globally . Digital Operations – SIAM ( Service Integration and Management) is one of the TSO pillar, where we aim to build resilience and deliver future-ready, high-quality services. With strong quality assurance, risk-management, and optimized processes, we drive agility and continuous improvement. From P1 to P4 incidents, our focus is seamless operations, zero downtime, and staying ahead through deep problem analysis. We strive to ensure that all HEINEKEN users have a seamless experience from our technology and HEINEKEN overall thrives using our technology landscape.

We’re looking for an experienced Digital Operations Lead to drive and transform Service Integration & Management (SIAM) , Testing capabilities and AI Ops via Observability across APAC. This role will be pivotal in transforming IT operations into a centralized, high-performing hub model—ensuring seamless, reliable, and efficient service delivery across markets. You will play a key role in connecting platforms, partners, and services, while enhancing user experience and operational excellence across the APAC Markets region.

Key Responsibilities

Lead SIAM Transformation

• Drive transition and transformation from OpCo-led operations to a centralized APAC hub
• Lead service integration across multiple vendors and platforms

Own Service Management & Governance

• Establish strong governance, reporting, and performance frameworks
• Act as the regional SPOC for service management , Central help desk ,Testing & AIOps Observability capabilities

Enhance User Experience

• Own end-user experience and drive NPS improvements
• Align IT services with business value and priorities

Drive Operational Excellence

• Govern and improve monitoring, SRE, observability, AIOps, and cloud ALM services
• Ensure secure, stable, and efficiency environments not limiting to Prod environments.

Stakeholder & Vendor Management

• Act as a key interface between Regional teams, OpCos, global teams and suppliers
• Manage contracts, performance, and value realization

Financial Ownership

• Drive cost efficiency, supplier governance, and roadmap / planning cycles
• Bring visibility to regional spends and derive short term and long term Optimization initiatives

What We’re Looking For

• 15+ years of experience in IT / Digital Operations – BOT (Build, Operate and Transform) expereinces
• 8 yrs Years experience in managing external vendors, resources and contracts
• 8 years of working with senior business stakeholders, influencing and working with OpCo’s
• 5 years’ experience of leading large teams in multi-cultural environments, multi partner teams
• Strong expertise in IT Operations via SIAM , central help desk, Testing capability and AIOps
• Experience with multi-vendor, multi-country environments, sharing best practice, knowledge and expertise
• Nice to have - Observability tool experience – New Relic / equivalent
• Agentic AI experience and passionate for driving AI use cases
• Proven ability to influence senior stakeholders and manage complexity
• Strong leadership in matrixed, global organizations