IT Hypercare Lead (627)

About the Role

We are seeking an experienced IT Hypercare Lead / IT PM & Delivery Manager to lead post-go-live technology stabilization for a large-scale global business transformation programme.

This is a unique opportunity to play a critical leadership role in ensuring business continuity, rapid issue resolution, and successful transition into business-as-usual operations following major technology deployments.

The successful candidate will oversee Hypercare activities across multiple deployment waves, coordinating support across enterprise applications, infrastructure, cloud platforms, integrations, data services, and digital technologies.

This is a long-term contract opportunity with an anticipated duration through May 2028.

Key Responsibilities

• Define and lead the overall Hypercare strategy, governance framework, operating model, and deployment playbook.
• Establish and manage Hypercare Command Centres during major deployment and go-live periods.
• Develop wave-specific readiness plans, support models, escalation paths, and resource planning.
• Drive post-go-live stabilization activities across complex enterprise technology landscapes.
• Lead major incident management, risk mitigation, issue triage, and executive stakeholder communications.
• Coordinate resolution activities across internal teams, system integrators, managed service providers, and external vendors.
• Oversee emergency changes, production fixes, service continuity, and operational risk management.
• Manage the transition from project delivery into BAU support and service operations.
• Drive continuous improvement through lessons learned, trend analysis, and future deployment enhancements.

Required Experience

• 10+ years of experience in IT programme delivery, service transition, Hypercare, deployment management, or IT service management.
• Strong experience supporting large-scale ERP or enterprise technology transformations.
• Experience managing complex global go-lives and stabilization activities.
• Strong understanding of ITIL processes, including:
• Incident Management
• Major Incident Management
• Problem Management
• Change Management
• Release Management
• Service Transition
• Experience coordinating multiple suppliers, system integrators, MSPs, and technology vendors.
• Strong stakeholder management and executive communication skills.
• Experience using ServiceNow or equivalent ITSM platforms.
• Excellent programme governance and delivery management capabilities.

Preferred Experience

• SAP S/4HANA transformation experience.
• Experience with global, multi-country deployment programmes.
• Exposure to cloud infrastructure, enterprise applications, integrations, data platforms, analytics, and AI solutions.
• FMCG or multinational organisation experience.

Location

• Netherlands or United Kingdom (other European locations may be considered)
• International travel required