Head of Support IT

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
Job Details
Head of Support
Business Unit:GDATs for World Courier (a Cencora company)
Preferred Role Location: Madrid
Function: Technology
Role Grade:JLC-6
Region:Global
Reports To:VP of IT
About the Job
Our team members are at the heart of everything we do. At World Courier (a Cencora company), we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
This role will sit within the Global Data and Technology Solutions (GDATs) organization in World Courier and is a key member of the leadership team. We're re-imagining IT - not as a support function, but as a strategic partner to the World Courier business.
We exist to help the organisation rise, adapt, and grow, using technology that is innovative, integrated, reliable, secure and designed around real operational needs.
The Head of Support plays a pivotal role in making that ambition real.
Why this role matters
IT Support is where trust is built (or lost), where frustration can be turned into confidence, and where technology either enables people to do their best work - or gets in the way.
We're looking for a leader who is passionate about excellent service, empowered teams, and continuous improvement. Someone who understands that great support is as much about responsiveness and communication, and ownership as it is about SLAs.
What you'll do
Run a resilient trusted support service
You'll be accountable for the full IT support service in partnership with global colleagues - from first contact through to resolution - ensuring a consistent, high-quality experience for colleagues across the business. You'll own request, incident, and problem management - ensuring calm, clear communication when things go wrong and strong learning when they're fixed.
You'll focus on outcomes and experience, not just metrics.
Make support proactive, not reactive
You'll use data, insight, and collaboration to:

• Reduce repeat issues

• Improve stability and reliability

• Spot trends before they become incidents

• Continuously improve our support model, tooling and ways of working

Support won't just "fix things" and focus on tickets - it will actively improve how technology works across the organisation.
Grow people and capability
You'll build, lead, and inspire a customer-focused support team who take pride in helping people. You'll create a culture of ownership, accountability and continuous improvement - where issues are resolved, not passed around.
Partner across GDATS in World Courier and Cencora and the business
You'll work closely with product managers, architecture, delivery, security, infrastructure, and third-party partners to:

• Resolve root causes

• Improve technical solution reliability

• Improve service design

• Ensure smooth handovers from change into support

What we're looking for
You'll thrive in our team if you:

• Care deeply about customer experience

• Lead with empathy, clarity, and accountability

• Enjoy building high-performing, engaged teams

• Are calm under pressure and decisive in moments that matter

• Believe IT support should feel personal, professional, and reliable

Experience that will help you succeed:

• Bachelor's degree in Business, Information Systems, Technology, Engineering or a related field, or equivalent practical experience

• Leading IT support or service operations in a complex, global environment

• Strong understanding of IT service management (incident, problem, change)

• Experience working with third-party support partners

• Ability to balance service excellence with pragmatism and pace

• Experience in regulated or mission-critical environments is a plus

• Experience with devops, agile and partnering with product managers

Knowledge of Frameworks like ITIL 4 are useful - but mindset, leadership, collaboration in multi-functional product organization matter more.
What success looks like in this role?

• Colleagues trust IT Support and feel genuinely supported

• Faster resolution, fewer repeat issues, clearer communication

• Strong collaboration between support, delivery, product management and architecture

• A motivated, proud support team with clear ownership and purpose

Why join World Courier GDATS?
You'll have the opportunity to:

• Play a foundational role in a re-imagined IT function

• Work with smart, committed people who care about doing the right thing

• Shape a modern, people-centred, visible, high-impact support function

• Make a real difference to how people experience technology every day

• Work in a purpose driven business that makes a difference to people's lives, delivering essential pharma logistics services

How you'll be working

• This role operates within a global, matrixed IT organisation, working closely with product, engineering, delivery, QA and business stakeholders.

• Collaboration across time zones and regions is required

• Flexible and hybrid working arrangements apply in line with World Courier policies

What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies
Affiliated Companies: World Courier Management Ltd.
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned