EMEA IT Operations Lead

EMEA IT Operations Lead at TikTok in London, United Kingdom.

Responsibilities

Team Introduction

The EMEA IT Operations team at TikTok manages the IT and AV infrastructure in our offices and ensures services are stable, scalable, secure, and operationally effective across the region. The role requires an experienced, diligent, and astute leader who can operate with a high degree of autonomy, guide team members, and work across a dynamic set of operational, technical, and business priorities.

• Own the operational health, disaster recovery, and continuous improvement of EMEA IT infrastructure (LAN, WAN, wireless, AV), ensuring high availability and business continuity.
• Govern technical escalations to internal business-line teams as if managing external service providers, driving SLA accountability, technical boundaries, and strict resolution quality.
• Drive regional observability and service performance by curating real-time dashboards, refining alerts, and leveraging KPIs to optimize capacity and inform decision-making.
• Lead infrastructure hygiene, vulnerability remediation, and change governance (CAB), ensuring proactive patching, policy compliance, and audit-ready traceability.
• Build and deploy automation frameworks to eliminate manual tasks, accelerate service delivery, and enhance regional operational scale.
• Oversee ITSM ticket lifecycles and disciplined escalation management, ensuring strict SLA adherence, effective prioritization, and timely stakeholder updates.
• Provide day-to-day team leadership and quality oversight while acting as a hands-on SME and working to define operational standards, runbooks, and risk documentation.
• Partner with cross-functional teams to elevate user experience and service maturity, acting as a trusted ambassador for EMEA IT.
• Manage, maintain, and continuously improve agentic AI and automation workflows that handle baseline IT operations, including ticket triage, monitoring responses, routine remediation, and service coordination.

Requirements

• 3+ years experience running enterprise IT Infrastructure teams across multi-site and multi-country environments servicing 1,000s of end users
• Strong attention to detail and organisational skills with the ability to manage multiple tasks and projects simultaneously
• Excellent written and spoken English skills
• Subject matter expert within Infrastructure management including networking (LAN/WAN, wired and wireless including routing, SDWAN, VPN), scripting and automation, monitoring, comms rooms, AV environments, and broader workplace technology operations
• Highly competent with ITIL frameworks, CAB participation, incident escalation, and infrastructure governance
• Demonstrated experience managing internal or external technical service partners, including ownership of SLAs, escalation paths, service boundaries, and cross-team accountability for operational outcomes
• Enjoys continual change and able to work through ambiguity with pragmatism

Preferred Qualifications

• Competent within Windows and Mac environments
• Comfortable working in a fast-paced environment and delivering within tight timeframes
• Able to work autonomously and as part of an international team
• Demonstrated experience managing, maintaining, and safely operationalizing automation or agentic AI workflows in an enterprise IT operations environment
• Cisco, Aruba, Fortinet, and Palo Alto experience
• Able to demonstrate working in a fluid, dynamic, and continuously evolving environment
• Experience building or refining dashboards, alerting strategies, or infrastructure observability practices

About the Company

The Global Business Solutions (GBS) team is responsible for the revenue growth of the TikTok business, and our teams include Sales, Marketing, Ops, Account Managers, Agency and partnerships, as well as Marketing Science.

At TikTok, our Global Business Solutions (GBS) team plays a key role in generating revenue by promoting our advertising solutions, onboarding new clients, driving ad campaigns, and more. As the TikTok community grows at an unprecedented speed around the world, our GBS team leads groundbreaking projects that are changing the landscape of the advertising industry in real time.

We're seeking an analytically driven, and detail-oriented Client Solutions Manager (CSM) Intern to join our Ecommerce Team. As a CSM, you will partner closely with Client Partners and Client Solutions Managers to drive revenue by identifying opportunities, leveraging data insights, and delivering consultative solutions for advertisers.

This role centers on client education, relationship growth, data analysis, and campaign success. You will provide strategic recommendations to both clients and internal teams, ensuring campaigns achieve business objectives while optimizing long-term partnerships. Success in this role requires strong data analytics skills, adaptability in a fast-paced environment, and a test-and-learn mindset to uncover the best solutions.