Associate Director of IT Operations

Job Description
Based in our Chippendale head office in Sydney and reporting to our Director of IT, you will lead the evolution of our APAC IT team from a traditional service desk into a high-performing, globally integrated IT operations hub. Covering HelloConnect Philippines (1,600+ staff across three sites), YouFoodz, BeCool Logistics, and HelloFresh ANZ, this is one of the most dynamic and operationally complex IT leadership roles in the HelloFresh Group.
In this position, you will connect regional teams with global leadership, turning big-picture strategy into clear local results, preventing operational silos, and building an IT function ready to scale. As Associate Director, you will act as a trusted advisor to senior executives, shape global IT strategy, and champion IT Operations best practices across the APAC region.
You will…
Define & Own Regional Strategy: Shape and execute the APAC IT strategy across all entities, balancing speed, scope, and quality to seamlessly integrate the region into the global HelloFresh ecosystem.
Lead & Master Asynchronous Work: Guide a distributed team across Australia, New Zealand, and the Philippines while syncing with Berlin and Toronto. You write clear direction and document key decisions, empowering time-zone-agnostic execution where real-time overlap is optimized and asynchronous is the default.
Evolve Regional Operations: Transform a service-desk model into a specialized IT Operations framework, building deep domain expertise so local teams can operate autonomously without constant escalation.
Partner with Executive Stakeholders: Serve as the trusted IT advisor to APAC business leadership, translating complex technical trade-offs into clear, high-level business recommendations.
Drive SLAs, Compliance & Audits: Govern regional performance using Jira Service Management insights, maintaining a robust audit posture and keeping global IT leadership informed on key metrics.
Champion AI Innovation: Lead by example with AI tools, actively embedding AI-driven workflows across the team as a core operational standard.
Optimize Finance & Influence Global Strategy: Maximize regional ROI through smart vendor negotiations, tooling consolidation, and infrastructure streamlining, while representing APAC as a key contributor to global IT strategy.
You have/are…
Async-First Leadership: Proven ability to manage across major time-zone gaps (e.g., aligning Manila with different hemispheres) using clear written communication and structure over constant calls.
APAC Senior Leadership: Experience at the Associate Director level (or equivalent), with direct accountability for multi-country IT strategy, portfolio ownership, and service delivery across APAC.
Philippines & BPO Expertise: Hands-on experience leading or partnering with IT operations in a Philippines-based BPO or shared-services environment—navigating regulatory requirements, multi-site logistics, and remote team management.
Executive Stakeholder Management: Track record of advising C-suite stakeholders, balancing competing interests, and simplifying complex IT trade-offs into clear decisions.
Distributed Team Building: Expertise in leading cross-cultural teams across borders, focusing on performance calibration, coaching, and retention.
AI Adoption: Practical experience integrating AI tools into your personal workflows and embedding AI-driven practices within your team to boost efficiency.
Financial & Governance Savvy: Skilled in cost optimization via vendor negotiations and tool consolidation. Familiarity with cybersecurity frameworks and BPO regulatory environments is a plus.
What you’ll get in return…
The chance to have a significant impact in a leading global food technology company
Flexible working arrangements
Egoless environment, constant learning with room for personal growth
Free access to Headspace
Internal learning & development
A diverse and vibrant international environment, with offices in 18 countries
Company discount - 70% off HelloFresh & 40% off Youfoodz
Start Date: Immediately available - Can wait a notice period
Duration: Permanent full time role. You must have the right to work full-time in Australia/New Zealand
Location: Chippendale Head Office- hybrid working environment
Salary: Competitive salary & employee benefits
(( #LI-Hybrid))