Head of IT Captive Center

What We Offer:

• Strategic Impact: The opportunity to lead a critical captive IT center during a pivotal scaling and growth phase.

• Executive Scope: A high-visibility leadership role directly influencing operational performance, service maturity, and transformation.

• Global Exposure: A modern, international IT environment with significant exposure to our client's global leadership team.

• Collaborative Culture: A supportive working environment alongside peers who value innovation, agility, and teamwork.

• Executive Reward: A highly competitive compensation package tailored to an executive-level position.

Our client operates a captive IT center in Hungary as a core component of its global technology framework for a leading international retail group. Globally, the organization employs over 200,000 people and maintains an extensive retail network of more than 7,500 stores across 11 countries.

The Hungarian captive IT center is responsible for delivering end-to-end global IT services for the entire group. To support business demands, the center is currently undergoing a major expansion, scaling its workforce from approximately 500 to 1,500 employees.

This entity works in close integration with corporate IT at the client's headquarters in Germany. Its service portfolio currently encompasses Software Engineering, Infrastructure, and Global Service Desk operations, with plans to establish and expand global Data & AI services in the near future.

Operations are delivered out of three key strategic locations in Hungary, with the main site in Budapest alongside regional centers in Pécs and Debrecen.

As Head of the IT Captive Center, you will steer the Hungarian organization through a phase of rapid scaling and transformation. Your primary mandate is to maintain market-leading service maturity and operational stability while driving continuous cost optimization.

Positioned at an executive level (C-level equivalent) within the Hungarian market, this strategic role collaborates directly with our client’s German corporate IT leadership to maximize digital value through robust IT service delivery and measurable product outcomes.

You will lead a high-performing leadership team comprising up to 4 Functional Directors—each overseeing distinct operational towers—alongside a (Senior) Manager responsible for internal administrative functions, including HR, Finance, and Facility Management.

Key Responsibilities:

• Scale & Transform the Center

  • Drive organizational expansion (scaling from 1,000 to 1,500 FTEs).

  • Execute the strategic scaling plan by establishing robust capabilities, strong governance, and leadership alignment across all delivery towers and locations (Budapest, Pécs, Debrecen).

  • Build a sustainable operating model that supports rapid growth without compromising on quality or operational stability.

• Drive Operational Excellence & High-Performance Delivery

  • Guarantee reliable, secure service delivery across Data & AI, Software Engineering, Infrastructure, and Global IT Support.

  • Oversee operational performance by actively steering core KPIs (such as MTTR and committed user stories per sprint).

  • Advance the center’s maturity model toward industry benchmarks by leveraging automation and cutting-edge AI technologies.

• Financial Ownership & Cost Optimization

  • Manage full budget responsibility for the captive service portfolio (exceeding €50M annually).

  • Optimize the cost-to-serve structure through standardisation, continuous efficiency, automation, and productivity gains.

  • Ensure all investments yield maximum ROI by enforcing outcome-driven decision-making and operational readiness.

• Executive Leadership & Stakeholder Management

  • Act as a key strategic partner to our client’s German corporate IT leadership, ensuring seamless alignment on strategy, delivery outcomes, and maturity targets.

  • Provide clear, transparent reporting on progress, status, and risk management to executive stakeholders and oversight committees.

  • Promote best-practice sharing and uniform operational execution across all functional towers and Hungarian sites.

  • Serve as an inspiring leader and a visible representative of the organization.

Your Profile:

• Executive Leadership: Proven track record in executive-level IT service delivery, technology operations, and large-scale delivery management.

• Domain Expertise: Broad understanding of multi-domain service delivery (Software Engineering, Infrastructure, and Service Desk), with the strategic vision to introduce and expand new capabilities (such as Data & AI).

• Scaling & Transformation Track Record: Demonstrated success in expanding and advancing IT organizations, including establishing operating models, governance structures, and service delivery maturity.

• Operational Excellence: Strong background in operational steering, driving continuous improvement in service quality, and ensuring system stability.

• Commercial Acumen & Budget Management: Solid business mindset with hands-on experience managing substantial budgets (> €50M) and delivering cost optimization initiatives.

• Language Skills: Professional fluency in both English and Hungarian.

Lili Wenner : lili.wenner@randstad.hu

Ildikó Mező-Mészáros : ildiko.mezo-meszaros@randstad.hu