Service Operations Manager

Job Summary:

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.

Key Responsibilities:

• Lead, mentor, and manage IT professionals to deliver operational excellence.
• Serve as primary client contact, ensuring accountability for end-user services.
• Oversee daily IT service operations, aligning with business objectives and SLAs.
• Monitor and manage IT service performance, addressing issues proactively.
• Collaborate with cross-functional teams and stakeholders for optimal solutions.
• Implement ITIL processes across incidents, requests, and changes.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Manage vendor relationships, contracts, and service level agreements.
• Design, mobilize, and transition new services, defining service levels and KPIs.
• Prepare reports on IT service performance, risks, and operational improvements.
• Ensure compliance with quality systems and project scope change management.

Required Skills & Knowledge:

• Deep expertise in IT service management frameworks (ITIL, COBIT, SIAM, ISO 20000).
• Strong understanding of incident, problem, change, and release management.
• Project management experience in Waterfall, Scrum, and Agile methodologies.
• Proficiency in IT infrastructure, application management, networking, cloud, and security.
• Leadership, analytical thinking, and problem-solving capabilities.
• Excellent written, verbal, and interpersonal communication skills.

Behavioral Attributes:

• Customer-focused, service-oriented, and results-driven.
• Collaborative, inclusive, and adaptable in dynamic IT environments.
• Strategic thinker with strong accountability and ownership of initiatives.
• Able to manage high-pressure situations with composure and professionalism.

Experience:

• Bachelor’s degree in Computer Science, IT, or related field.
• 10+ years in IT service operations; 4+ years in application management and operations.
• Proven experience leading teams and managing end-to-end IT service delivery.
• Track record in process improvement, vendor management, and operational optimization.

Certifications:

• ITIL Foundation or higher (required)
• PMP, Agile/Scrum, COBIT, SIAM, ISO 20000 (preferred)

Interested candidates are invited to apply for this position through the following link:

[Service Operations Manager - Malomatia Career Site Careers]