IT Operations Manager

Job description

Position Overview: The Operations Manager is a strategic, process-driven leader responsible for ensuring consistent, predictable, and measurable operational performance across Cloud, Datacenter, End-User Computing, Applications Development/Support, and Security functions. This includes fully integrating our 3rd party Managed Service Providers and contractors. This role does not include direct reports; instead, it relies on influence, cross-functional leadership, strong process ownership, and data-driven governance to ensure IT operational excellence. The Operations Manager serves as the ITSM process owner, a KPI and metrics architect, and a change agent with the mandate to drive adoption, accountability, and maturity across the organization. Responsibilities: - ITSM Leadership & Operational Governance: Own and improve ITSM processes leveraging ITIL best practices, lead root-cause analysis, maintain governance, manage escalations, and coordinate service reviews. - Ensure full integration of 3rdparty Managed Service providers in our ITSM/ITIL processes, ensuring compliance and effective utilization of 3rd party resources. - KPI, Metrics & SLA Management: Define KPIs, SLOs, and SLAs;...