it operations manager

Wallis Companies

<div><div>The IT Operations Manager provides leadership and oversight for Wallis Companies&rsquo; infrastructure and technical support operations. This role supervises the Help Desk and Systems teams, leads strategic vendor relationships, and ensures service delivery, uptime, and cost-effective technology use. The IT Operations Manager plays a key role in technology planning, incident management, and departmental performance reporting. By balancing daily execution with strategic oversight, this role ensures reliable, scalable, and secure IT operations that align with business objectives. 


RESPONSIBILITIES BY COMPETENCY:

(bolded text denotes an essential function of the position)

 Business Results Orientation
<ul>
<li> Ensure operational effectiveness across Help Desk, infrastructure, and support functions.</li>
<li>Monitor service delivery metrics, ticketing system performance, and response times.</li>
<li>Oversee staging, asset tracking, and on-call support processes.</li>
<li>Track and report infrastructure costs and usage for budgeting and optimization.</li>
<li>Maintain the vendor and contract tracker to monitor renewals, service levels, and ownership across IT.</li>
<li>Oversee cybersecurity policy development in collaboration with the IT Systems Manager and ensure alignment with organizational standards.</li>
</ul>
Communication
</div>
<div><ul><li>Report regularly to the Director of IT on support trends, infrastructure stability, and vendor performance.</li>
<li>Serve as a communication bridge between technical teams and executive leadership.</li>
<li>Coordinate cross-functional communication during outages, escalations, and critical events.</li>
<li>Ensure team alignment with IT goals and policies through consistent messaging and follow-up.</li>
</ul>
 Technical Expertise
</div>
<div><ul><li>Provide leadership in incident management, escalation paths, and root cause analysis.</li>
<li>Maintain high-level understanding of systems infrastructure, cloud environments, and end-user support needs.</li>
<li>Evaluate and support decisions on infrastructure platforms, tools, and lifecycle refreshes.</li>
<li>Collaborate with the IT Systems Manager to ensure system uptime and proper resource allocation.</li>
</ul>
 Customer Service Orientation
</div>
<div><ul><li>Promote a service-first culture throughout the Help Desk and Systems teams.</li>
<li>Review support escalations, ticket trends, and customer satisfaction data for continuous improvement.</li>
<li>Oversee quality control processes including documentation standards, user feedback, and follow-up procedures.
 </li></ul>Developing Talent
</div>
<ul><li>Provide coaching, feedback, and growth opportunities for the Help Desk Manager and IT Systems Manager.</li>
<li>Lead by example in documentation discipline, customer service, and continuous improvement.</li>
<li>Support IT&rsquo;s succession planning and ensure that institutional knowledge is retained and shared.</li>
<li>Contribute to staff performance evaluations and training recommendations.</li>
<li>Ensure functional teams are regularly reviewing and updating IT policies under their purview.</li>
<li>Establish and oversee adherence to change management protocols for IT operational systems and services.</li>
</ul>
 Vendor Management
<ul>
<li> Own strategic vendor relationships for infrastructure, cloud services, networking, and security solutions.</li>
<li>Lead contract renewals, Service Level Agreement (SLA) evaluations, and quarterly vendor performance reviews.</li>
<li>Collaborate closely with the IT Systems Manager and the Microsoft 365 (M365) Administrator, who maintain day-to-day technical coordination with vendors.</li>
<li>Escalate vendor issues as needed and ensure alignment with organizational requirements.</li>
</ul>
Technology Strategy
<ul>
<li> Actively participate in IT strategy development, roadmap planning, and organizational technology assessments.</li>
<li>Represent the IT Operations branch in department-wide planning and coordination efforts.</li>
<li>Identify and recommend new tools, platforms, and practices to improve efficiency and reduce risk.</li>
<li>Support project resource planning by coordinating availability and workload across direct reports.</li>
</ul>
Safety
<ul>
<li> Adhere to all company IT security policies and immediately report any security incidents to the supervisor</li>
<li>Proactively identify and report unsafe conditions within IT systems or operations, recommending corrective actions</li>
<li> Lead by example in practicing safe IT operations and adhering to company safety policies</li></ul> 


Supervisory Responsibilities

 Direct: Help Desk Manager, IT Systems Manager

 Qualifications

(bolded font denotes an essential qualification of the position)

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: Required: Equivalent to a High School diploma, Preferred: Associate&rsquo;s or Bachelor&rsquo;s degree in Information Technology, Business, or a related field.
Experience: 3-5 years of IT experience in an infrastructure, systems, or technical support with increasing leadership responsibilities
<ul><li> Demonstrated ability to mentor and develop technical staff, with a proven track record of contributing to team growth and organizational knowledge. Broad exposure to infrastructure, cloud services, networking, and security operations.</li></ul>

Language Skills: Ability to read, write, speak, and understand English in a manner that is sufficient for effective communication with groups of managers, clients, customers and the general public

Skills and Abilities:
(May be representative but not all-inclusive of those commonly associated with the position)

 Strong leadership, communication, and organizational skills.
<ul>
<li>Familiarity with IT support frameworks, infrastructure environments, and vendor management best practices.</li>
<li>Ability to prioritize and manage across multiple operational areas while maintaining attention to detail.</li>
</ul>
Technology, Tools, and Equipment:
<ul><li>Ticketing and IT Service Management tools (ITSM) tools (e.g., iSupport), Microsoft 365, Teams, Excel, Power BI</li>
<li>Knowledge of network and cloud platforms, asset management systems, and security solutions</li>
</ul>
 Certifications, Licenses, and/or Registrations:
<ul>
<li>Advanced certifications consistent with the Wallis Tech Level Matrix (e.g., Microsoft, CompTIA, cloud, networking, or security credentials).</li>
<li>Certifications are weighted within the Tech Level Matrix (difficulty, time, and relevance) and contribute to advancement.</li>
<li>Preferred examples include IT Infrastructure Library (ITIL) Foundation, CompTIA Security+/Net+, Microsoft Azure (AZ-900, AZ-500, AZ-700), or equivalent certifications.</li>
<li>Equivalent combinations of certifications, years of service, and applied expertise may be considered in line with Tech Level thresholds.</li>
<li>Valid driver&rsquo;s license required</li></ul> 


PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
<div>
<div><div><div>Amount of Time</div><div> 

None</div><div> 

Under 1/3</div><div> 

1/3 To 2/3</div><div> 

Over 2/3</div><div> 

Amount of Time</div><div> 

None</div><div> 

Under 1/3</div><div> 

1/3 To 2/3</div><div> 

Over 2/3</div></div><div> 
<div>
See:
Must be able to read computer screen and reports.</div><div> 

X</div><div> 

Lifting</div></div><div> 
<div>
Stand/Walk:

Occasional visits to other locations in the building.</div><div> 

X</div><div> 

Up to 10 pounds:</div><div> 

X</div></div><div> 
<div>
Sit:

Must be able to perform work at desk, computer, etc.</div><div> 

X</div><div> 

Up to 25 pounds</div><div> 

X</div></div><div> 
<div>
Touch/Grasp/Feel:

Must be able to input electronic data, manipulate paper, use phone system</div><div> 

X</div><div> 

Up to 50 pounds</div><div> 

X</div></div><div> 
<div>
Climb or balance:</div><div> 

X</div><div> 

Up to 100 pounds</div><div> 

X</div></div><div> 
<div>
Stoop, kneel or crawl:</div><div> 

X</div><div> 

Over 100 pounds</div><div> 

X</div></div><div> 
<div>
Talk or hear:

Must be able to communicate in person and on telephone system</div><div> 

X</div></div><div> 
<div>
Working conditions:

 Office atmosphere</div><div> 

X</div></div> 

</div>
</div>Disclaimer:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment..</div>

IT Operations Manager

Awaz Television Network

Job Description (JD): IT ManagerPosition Title: IT Manager Department: Information Technology Reports To: Senior Management / Director &ndash; ITJob SummaryThe IT Manager will be responsible for planning, implementing, and maintaining the organization&rsquo;s IT infrastructure. This includes managing LAN/WAN networks, software systems, IT security, and providing technical leadership to ensure smooth and secure IT operations.Key Responsibilities<ul><li>Manage and maintain LAN, WAN, internet, and network security infrastructure</li><li>Oversee installation, configuration, and maintenance of software applications and systems</li><li>Ensure high availability and performance of IT systems and networks</li><li>Monitor system performance, troubleshoot issues, and implement preventive measures</li><li>Manage IT support operations and ensure timely resolution of user issues</li><li>Develop and enforce IT policies, procedures, and security standards</li><li>Coordinate with vendors for hardware, software, and network services</li><li>Plan and manage IT budgets, licenses, and asset inventory</li><li>Ensure data backup, disaster recovery, and cybersecurity compliance</li><li>Lead, mentor, and evaluate IT staff and technicians</li><li>Stay updated with latest IT trends and recommend improvements</li></ul>Job Specification (JS): IT ManagerEducation<ul><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field</li><li>Relevant certifications (CCNA, CCNP, ITIL, Microsoft, Network+, etc.) are an advantage</li></ul>Experience<ul><li>Minimum 5&ndash;8 years of experience in IT operations</li><li>At least 2&ndash;3 years in a managerial or supervisory role</li></ul>Technical Skills<ul><li>Strong knowledge of LAN, WAN, TCP/IP, routing, switching, firewalls</li><li>Hands-on experience with network monitoring and troubleshooting</li><li>Excellent command over software applications, operating systems, and servers</li><li>Knowledge of Windows/Linux environments</li><li>Familiarity with cybersecurity, backups, and disaster recovery</li><li>Experience with cloud services is a plus</li></ul>Soft Skills<ul><li>Strong leadership and team management skills</li><li>Excellent problem-solving and analytical abilities</li><li>Good communication and documentation skills</li><li>Ability to handle pressure and manage multiple priorities</li><li>Strategic thinking and decision-making capability</li></ul>Other Requirements<ul><li>Willingness to provide on-call or emergency support when required</li><li>High level of integrity and confidentiality</li></ul>Hiring Manager Jamshed Ali Jiskani must mention in an Interview.Job Type: Full-timeWork Location: In person

IT Manager

One Network

1. Ensure IT and Power Operations around the clock on the designated motorway.2. Resolution of any issue/fault in the minimum time through Optimal use of availableresources.3. Implementation of scheduled maintenance plan (weekly and monthly) of the ITequipment as per the SOPs shared by the HQ teams. Strict enforcement of SOPsfor Server rooms &amp; IT Rooms is Managers/ DMs responsibility.4. Regular Evaluation of the plaza techs and MRTs for further improvement andcapacity enhancement. On job trainings of the techs &amp; MRTs to be arrangedregularly.5. Visit each toll plaza twice a month and report the issues to GM and HQ O&amp;M teamrectification of issues/points observed.6. Discipline of plaza techs is responsibility of the respective Manager/DM/AM IToperations. Plaza Tech must be present at toll plaza in his duty hours. Activities ofthe field staff are to be strictly monitored to avoid his involvement in any fraudulentactivity.7. All the cameras installed at plazas, server room, IT/ Power/ Genset rooms andmain carriageway must be functional all the time.8. Availability of all the essential tolls, PPE (Personal Protective Equipment) anditems required for maintenance of IT equipment in working condition with plazaTechs &amp; MRT is the responsibility of Manager/DM/AM.9. Management of duty roster, rotation of plaza techs and implementation of leavepolicy (issued by HR) is to be carried out by the respective Manager of the road.10. Provision of required tools and adequate number of spares at all toll plazas andwith the MRT is responsibility of respective Manager.11. Close coordination with the O&amp;M team/PMT and external parties for undelayedresolution of tech issues.12. In case of ITS installed on the motorway concerned Manager is responsible forupkeep, maintenance, operationalization and management of all the ITS eqptin-store and installed on the motorway.Job Type: Full-timePay: Rs100,000.00 - Rs120,000.00 per monthWork Location: In person

AM IT

Xebia

<div>
 
 
 Role Overview
 
 
 
 The Service Manager is responsible for the development, implementation, sustainment, and continuous improvement of IT Service Management (ITSM) processes, as well as establishing, measuring, and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.
 
 
 This is a customer-facing role representing the services provided by Service Management &amp; IT Operations. The Service Manager builds strong relationships and manages expectations to become the trusted IT partner for the business working with key stakeholders across the business and Digital Technology and Innovation to manage and report on services, optimise capacity, maximise throughput within budget constraints, and drive customer satisfaction.
 
 
 
 
 
 Key Accountabilities
 
 <ul>
 <li>
 Responsible for the development, implementation, sustainment, and continuous improvement of ITSM processes; establishes, measures, and reports on KPIs related to services, processes, operations, and delivery.
 </li>
 <li>
 Maintains and manages standards for service management and associated processes across IT Operations, Workplace Services, Change Management, and Applications Management &amp; Support.
 </li>
 <li>
 Maintains and improves service quality, ensuring IT services meet or exceed service level requirements through continuous review of service performance.
 </li>
 <li>
 Manages service level agreements (SLAs), KPIs, and Operational Level Agreements (OLAs) with customers and external service providers. Regularly reviews OLAs (internal) and underpinning agreements (UPCs) (external) to ensure alignment with SLA targets. Produces new SLAs and extensions to existing SLAs, negotiating changes and improvements as required.
 </li>
 <li>
 Maintains a catalogue of all available services (Service Catalogue). Liaises with stakeholders to establish the structure of SLAs and ensures operational methods, procedures, and policies are documented, maintained, and reviewed regularly.
 </li>
 <li>
 Works with stakeholder and service-user representatives to determine service level requirements, negotiating and agreeing to levels covering quantity (e.g. hours, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency, and security).
 </li>
 <li>
 Manages external service providers and ensures consumption is validated and aligned to contracted approved consumption. Identifies opportunities to reduce cost of ownership by acting upon contractual levers (e.g. Minimum Guaranteed Baselines). Manages the Service Management annual Capex and Opex budget, contributing to Business Planning processes.
 </li>
 <li>
 Reviews tactical and longer-term metrics for service performance outside defined thresholds, executing the problem management process to resolve. Leads problem management in the diagnosis and resolution of service problems, ensuring that agreed service levels are maintained.
 </li>
 <li>
 Manages day-to-day Service Request Fulfilment and Service Release &amp; Transition Management processes.
 </li>
 <li>
 Supports the Project Manager in Service Transition, ensuring required service acceptance criteria is met and approved ahead of go-live. Contributes to required artefacts (e.g. Service Design Package) and agreement of post go-live aspects (e.g. Open Risks &amp; Issues, OPEX, Defect backlog).
 </li>
 <li>
 Implements and improves ITSM processes and tools for internal use and with service providers. Ensures IT policies, procedures, and industry standards are implemented within the Service Management and IT Operations landscape.
 </li>
 <li>
 Monitors levels of service performance; ensures detailed metrics and records are kept and analysed; provides accurate and timely reports to stakeholders and providers; initiates appropriate action to resolve issues.
 </li>
 <li>
 Works with stakeholders to define future demand requirements for adequate planning and budgeting. Monitors capacity levels of consumed services to ensure no service interruptions.
 </li>
 <li>
 Manages service-user expectations and perceptions to optimise user satisfaction. Works with service-users to establish qualitative assessments of service provision and proposes improvements based on metrics and satisfaction surveys.
 </li>
 <li>
 Builds long-term strategic relationships with key stakeholders across the aviation group and supply chain.
 </li>
 <li>
 In the event of high-priority incidents, acts as a conduit between business stakeholders and IT teams, providing accurate and timely updates on Business Impact and Business Continuity processes while relaying technical updates on issue resolution.
 </li>
 <li>
 Ensures annual maintenance windows are agreed with business stakeholders for operating systems security patching, with any exemptions continually reviewed for validity.
 </li>
 <li>
 Maintains an up-to-date Risk and Issues register; regularly reviews with both business and IT stakeholders; escalates risks and issues that pose an operational, financial, or safety risk that cannot be effectively treated.
 </li>
 <li>
 Ensures audit findings have a defined corrective action plan with clear accountable owners. Maintains an up-to-date position on open audit items and drives suppliers and internal delivery teams to closure without date slippage.
 </li>
 <li>
 Identifies a backup Service Delivery Manager for cover during annual leave and sickness, ensuring service continuity through consistent application of processes and tools.
 </li>
 <li>
 Performs regular updates on the complete service scope with the Senior Service Manager. Ensures all meetings have a defined agenda with actions recorded and distributed within one business day.
 </li>
 </ul>
 
 
 
 
 
 Education &amp; Experience
 
 
 <ul>
 <li>
 7&ndash;10 years of service management and service delivery management experience.
 </li>
 <li>
 Bachelor&rsquo;s degree in computer science, Information Systems, or equivalent is a strong advantage.
 </li>
 <li>
 Strong knowledge of ITSM tools, reporting, and ITIL processes; ITIL Foundation and further ITIL professional qualifications required.
 </li>
 <li>
 Further accreditations in ITIL or equivalent are advantageous.
 </li>
 <li>
 SAFe, Agilist with exposure to leading and participating in Agile ceremonies.
 </li>
 <li>
 Knowledge of processes and technologies related to service management and awareness of latest trends in service management frameworks, tools, platforms, and services.
 </li>
 <li>
 Cloud Data Centre Fundamentals and Application Technologies Fundamentals.
 </li>
 <li>
 Security fundamentals relating to IT Service Management (e.g. patching, vulnerabilities, audits).
 </li>
 <li>
 Sound understanding of networks, infrastructure, and application technologies and their applicability to services provided.
 </li>
 <li>
 Extended knowledge and practical application of Microsoft Applications and Technologies; extended use of MS toolsets.
 </li>
 <li>
 Strong written and oral communication skills, including the ability to interact directly with business representatives without an IT background and explain complex technical solutions and problems in an accessible manner.
 </li>
 <li>
 Passion for delivering technology services that drive significant customer satisfaction.
 </li>
 </ul>
 
 
</div>

Service Manager

Chiltanpure

About the Company: ChiltanPure is a leading company committed to delivering high-quality products and services. We are looking for a skilled and experienced IT Manager to oversee and enhance our technology infrastructure and IT operations.Job Responsibilities:<ul><li>Plan, implement, and manage IT systems, networks, and infrastructure.</li><li>Ensure data security, backup, and recovery systems are in place.</li><li>Lead, mentor, and manage the IT team to support organizational goals.</li><li>Monitor system performance, troubleshoot issues, and optimize processes.</li><li>Develop and enforce IT policies, procedures, and best practices.</li><li>Manage software and hardware procurement and vendor relationships.</li><li>Ensure compliance with regulatory and security standards.</li><li>Support management with IT strategy and technology planning.</li></ul>Requirements:<ul><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field.</li></ul>Job Type: Full-timePay: Rs80,000.00 per monthWork Location: On the road

Your Cloud Campus

Job Title: IT ManagerLocation: To be shared upon selection (either Rehmanabad or Bahria Phase 7)City: RawalpindiSalary: Up to PKR 400,000Employment Type: Full-time | 24/7 AvailabilityAbout the Role:We are seeking a highly experienced IT Manager with 10&ndash;12 years of proven experience to manage and oversee IT operations across our group. The ideal candidate will lead the IT team, ensure smooth functioning of all IT systems, and be available 24/7 to handle critical issues.Key Responsibilities:<ul><li>Manage and maintain IT infrastructure, networks, servers, and databases.</li><li>Ensure cybersecurity, data protection, and compliance with IT policies.</li><li>Lead IT Team, projects and implement digital initiatives for the group.</li><li>Provide 24/7 support for urgent technical issues.</li><li>Manage IT vendors and service providers.</li><li>Coordinate IT activities across departments and group entities.</li><li>Supervise, guide, and develop the IT team.</li></ul>Requirements:<ul><li>10&ndash;12 years of experience in IT management or a similar role.</li><li>Strong technical knowledge of networks, servers, databases, cloud services, and cybersecurity.</li><li>Proven ability to lead IT teams and manage multiple projects.</li><li>Ability to work under pressure and be available for critical IT support 24/7.</li><li>Excellent communication, problem-solving, and decision-making skills.</li><li>Bachelor&rsquo;s or Master&rsquo;s degree in IT, Computer Science, or related field.</li></ul>Why Join Us?<ul><li>Competitive salary up to PKR 400,000</li><li>Opportunity to lead IT operations across a dynamic group</li><li>Strategic and impactful role with high autonomy</li></ul>**Only candidates with relevant experience will be shortlisted and contacted.Job Type: Full-timePay: From Rs150,000.00 per monthEducation:<ul><li>Bachelor's (Required)</li></ul>Experience:<ul><li>IT management: 10 years (Required)</li></ul>Language:<ul><li>English (Required)</li></ul>Location:<ul><li>Rawalpindi (Required)</li></ul>Work Location: In person

Unified Microsystems

PurposeThe General Manager (GM) is responsible for leading day-to-day operations and overall business performance, ensuring service excellence, commercial discipline, and financial performance across all departments.This role is designed for a leader with a strong Managed Service Provider (MSP) background, capable of running a multifunctional operation with clear accountability, a structured operating rhythm, and scalable processes. The GM owns execution: translating strategy into reliable delivery, profitable operations, efficient resourcing, and consistent customer outcomes.Work Overview1) Business, Operational &amp; Commercial Leadership<ul><li>Lead the overall day-to-day operations of the company across MSP, Projects, Procurement, HR/Admin, Sales coordination, and internal support functions</li><li>Translate company goals into clear operational plans and measurable targets</li><li>Establish operating cadence (daily/weekly/monthly) including reviews, reporting and accountability</li><li>Ensure commercial discipline in delivery: scope control, delivery cost management, and margin protection</li><li>Drive standardization of processes, SOPs, tooling, and execution quality across the business</li></ul>2) MSP Delivery Governance (via IT Operations Manager)<ul><li>Govern MSP operations while delegating daily service execution to the IT Operations Manager (Lead Technical Consultant).</li><li>Ensure contracted SLAs and MSAs are consistently met or exceeded</li><li>Review operational performance trends: backlog, SLA breaches, escalations, utilisation, CSAT</li><li>Act as escalation point for major incidents and high-impact customer issues</li><li>Drive continuous improvement to move service delivery from reactive to proactive</li></ul>3) Projects Oversight &amp; Delivery Alignment<ul><li>Lead and hold the Projects team accountable for schedule, quality, and commercial outcomes</li><li>Ensure Projects delivery aligns to scope and margin expectations through clear change control</li><li>Standardise project governance: kickoffs, reporting, escalation, closure processes</li><li>Improve coordination between Projects, MSP, Procurement, and Finance to remove delivery bottlenecks</li></ul>4) Financial &amp; Commercial Oversight<ul><li>Own operational P&amp;L performance, ensuring profitability through utilisation control, delivery efficiency, and cost discipline</li><li>Drive accurate forecasting of:</li><li>delivery capacity and staffing needs</li><li>project and MSP delivery costs</li><li>renewal and resource demand planning</li><li>Work with Finance to improve:</li><li>billing accuracy</li><li>invoicing governance</li><li>revenue leakage prevention</li><li>vendor payment discipline aligned to delivery milestones</li><li>Support pricing models, service packaging, margin optimisation, and commercial decision-making</li></ul>5) People Leadership &amp; Performance Culture<ul><li>Lead, mentor, and performance-manage department heads, team leads and managers</li><li>Ensure clear role definitions, accountability and measurable KPIs across the organisation</li><li>Own resourcing strategy with HR, including hiring plans, onboarding, training and retention</li><li>Build a culture of ownership, professionalism, and customer advocacy</li></ul>6) Process, Governance, Risk &amp; Compliance<ul><li>Ensure adherence to company policies, customer contracts, and compliance frameworks</li><li>Maintain readiness for audits, certifications, and regulatory requirements (where applicable)</li><li>Own risk registers for delivery, resourcing, vendor and customer-impact risks</li><li>Ensure business continuity planning and operational readiness for service disruptions</li></ul>7) Strategic Execution &amp; Scaling<ul><li>Convert company strategy into executable operational programmes</li><li>Support business growth initiatives and new service launches</li><li>Provide structured data-driven insights to leadership for decision-making</li><li>Drive maturity of operations and management reporting</li></ul>Key Success Metrics<ul><li>SLA attainment and CSAT performance</li><li>Gross margin and service profitability</li><li>Engineer utilisation and delivery efficiency</li><li>Revenue leakage reduction and billing accuracy</li><li>Churn rate and renewal performance (supported through service delivery trust)</li><li>Incident resolution time and escalation frequency</li></ul>QUALIFICATIONS AND EDUCATION REQUIREMENTSExperience<ul><li>8&ndash;12+ years in IT services, MSP, or systems integrator environments</li><li>Proven leadership experience managing multi-disciplinary technical and operations teams</li><li>Strong background in service delivery governance, customer management and escalation handling</li><li>Experience scaling operations in growing MSP environments</li></ul>Skills &amp; Competencies<ul><li>Strong operational, commercial and financial acumen</li><li>Deep understanding of MSP delivery models and tooling (ITSM, PSA, RMM)</li><li>Excellent people leadership, stakeholder management, and communication skills</li><li>Calm, structured decision-maker under pressure</li></ul>Personal Attributes<ul><li>Highly accountable and execution-focused</li><li>Customer-centric but commercially disciplined</li><li>Process-driven with a continuous improvement mindset</li><li>Comfortable leading through change and ambiguity</li></ul>Job Type: Full-time

General Manager

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