Digital Operations Lead (SIAM)

The HEINEKEN Company · India

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