Purpose of the Role
The Senior Manager – IT Operations is responsible for managing the organization’s live technology environment and ensuring the availability, reliability, security, performance, and support of IT infrastructure, networks, enterprise applications, cloud services, and end-user technology.
Working closely with the Operations Director, Chief Strategist – IT Operations, Vice President – Digital & Innovation, business functions, and technology providers, the role translates approved technology strategies and standards into operational plans, services, controls, and improvement initiatives.
Strategic Leadership
– Develop and execute IT operational plans aligned with the approved IT strategy and technology roadmap.
– Translate architecture standards and technology priorities into practical implementation and service-management activities.
– Identify opportunities to improve availability, reliability, cybersecurity, user support, and operational efficiency.
– Recommend operational investments, resource requirements, system improvements, and lifecycle actions.
– Promote a culture of service excellence, security awareness, accountability, and continuous improvement.
– Provide operational input to technology strategies, transformation initiatives, and major business projects.
Functional Management
– Lead the daily operation of IT infrastructure, networks, cloud services, enterprise applications, collaboration platforms, and end-user technology.
– Manage the IT service desk, incidents, service requests, problems, changes, releases, and operational escalations.
– Monitor service availability, system performance, capacity, utilization, and technology-service quality.
– Ensure critical incidents are resolved promptly, root causes are identified, and corrective actions are implemented.
– Manage infrastructure maintenance, patches, upgrades, configurations, backups, and technology lifecycle activities.
– Operate cybersecurity controls including endpoint protection, vulnerability remediation, access management, security monitoring, and incident coordination.
– Maintain disaster-recovery, backup, restoration, and IT business-continuity capabilities.
– Manage technology vendors, telecommunications providers, software licenses, maintenance agreements, and outsourced IT services.
– Develop operational implementation plans for approved technology roadmaps and architecture recommendations.
– Ensure major technology changes are tested, approved, communicated, implemented, and reviewed.
– Maintain IT asset inventories, configuration records, system documentation, support procedures, and knowledge records.
– Provide technical and operational support to Digital & Innovation, Solutions & Partnerships, Operations, and other business functions.
Governance & Performance
– Establish and maintain IT operational policies, procedures, controls, service standards, and escalation processes.
– Monitor IT performance through service availability, SLA achievement, incident resolution, change success, security, and user-satisfaction measures.
– Ensure operational compliance with approved architecture standards, cybersecurity policies, data-protection requirements, and regulatory obligations.
– Maintain accurate service, incident, change, asset, access, vendor, and performance records.
– Identify operational technology risks and implement corrective, preventive, recovery, and continuity measures.
– Conduct periodic reviews of infrastructure resilience, capacity, security, lifecycle status, and operational readiness.
– Support internal and external audits and ensure agreed findings are addressed.
– Report IT performance, major incidents, operational risks, vendor concerns, and improvement progress to the Operations Director.
Stakeholder Management
– Work with business functions to understand service requirements and resolve technology issues.
– Collaborate with the Chief Strategist – IT Operations on architecture standards, roadmaps, investments, and modernization priorities.
– Partner with the Vice President – Digital & Innovation on implementation and operational support for approved digital initiatives.
– Provide technical and operational input to Solutions & Partnerships during client-solution development.
– Build productive relationships with technology vendors, managed-service providers, and telecommunications providers.
– Communicate planned changes, service interruptions, risks, incidents, and improvement activities to stakeholders.
– Coordinate with GRC on technology risks, cybersecurity compliance, data protection, and audit requirements.
– Represent IT Operations in business-continuity, project, service-governance, and operational review meetings.
People Leadership
– Lead, coach, and develop the IT Operations team.
– Establish team objectives, work priorities, performance expectations, and service responsibilities.
– Ensure appropriate coverage, escalation arrangements, technical capability, and knowledge continuity.
– Promote professional development across infrastructure, networking, applications, cybersecurity, and IT service management.
– Foster collaboration, accountability, customer service, and continuous improvement.
– Support succession planning and capability development within IT Operations.
Qualifications
– Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related field.
– Master’s degree or MBA preferred.
– Professional certifications such as ITIL, PMP, COBIT, CISSP, CISM, TOGAF, or equivalent are preferred.
Experience
– 10+ years of progressive experience in Information Technology.
– At least 5 years in a senior IT management or leadership role.
– Experience leading complex, business-critical, and high-availability technology environments.
– Experience in BPO, Outsourcing, Contact Centers, Telecommunications, Managed Services, or Technology industries is highly preferred.
– Proven track record in technology transformation, cybersecurity, infrastructure modernization, and IT service improvement.
Application deadline: 7th September 2026.
Source: om.linkedin.com
