Service Operation Manager

Job Description

As an IT Service Operations Manager, your role is crucial in ensuring the smooth and efficient delivery of IT services to our client. You will be leading a team that is responsible for maintaining, optimizing, and supporting our application solution and e-services developed to our client. Your primary focus will be to guarantee high availability, reliability, and user satisfaction. Your strategic thinking, technical expertise, and leadership skills will be essential in driving our IT service operations toward excellence.

Knowledge

QUALIFICATIONS

• Possess comprehensive knowledge of IT service management frameworks like ITIL, COBIT, SIAM, and ISO 20000.
• Command a deep understanding of the Information Technology Infrastructure Library (ITIL) framework and IT service delivery procedures.
• Exhibit a strong grasp of incident, problem, change, and release management processes.
• Familiarity with IT service monitoring and management tools is essential.
• Showcase exceptional project management abilities, enabling efficient task prioritization and execution in dynamic environments.
• Acquire experience in various software development approaches, including Waterfall, Scrum, and Agile.
• Demonstrate proficiency in IT infrastructure components, Application Management, encompassing networking, cloud technologies, and security principles.
• Develop expertise in vendor management practices, including vendor evaluation processes. Skills:
• Demonstrate leadership capabilities to inspire and guide teams towards shared objectives.
• Exhibit excellent written and verbal communication skills to facilitate effective collaboration and stakeholder management.
• Apply analytical thinking to evaluate data, trends, and metrics, enabling well-informed decision-making.
• Possess a strong problem-solving aptitude, particularly in troubleshooting complex technical issues.
• Proficiently manage projects, encompassing planning, execution, and simultaneous tracking of multiple initiatives.
• Collaborate seamlessly with cross-functional teams, engaging with developers, quality assurance, and other stakeholders to achieve common goals.
• Skillfully create and maintain various types of documentation, including risk management, service availability, operations manuals, service improvement plans, and best practices.
  
  

Experience

• Bachelor’s degree in computer science, Information Technology, or a related field.
• A minimum of 10 years of experience in IT service operations or a related field, 4 years of which application management and operations
• Proven track record of managing teams and overseeing IT service delivery.
• Experience with process improvement and optimization initiatives.
• Familiarity with managing vendor relationships and contracts.
• Excellent problem-solving skills and the ability to analyze complex technical challenges.
• Effective communication skills to interact with both technical and non-technical stakeholders.
• ITIL Foundation or higher certification is a must.
• PMP (Project Management Professional) certification is preferred.
• Agile/Scrum certification (e.g., Certified ScrumMaster) is preferred.
• COBIT Foundation Certification or higher is preferred.
• ISO 20K Consultant or Lead Auditing Certification is preferred.
• Service Integration and Management (SIAM) framework to manage multiple service providers and integrate their services into a cohesive IT service for an organization is preferred.