IT Service Operations Manager
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Key skills for this role
About the Role
The Manager, IT Service Operations owns the operational backbone of the Infrastructure & Cybersecurity function. This role leads service desk operations, incident management, ch.
Key Skills for This Role
Responsibilities
- Own the end to end ITSM framework, ensuring consistent service delivery across all locations
- Establish a clear L1/L2 service model with structured ticket routing
- Drive continual service improvement using data, metrics, and feedback loops
- Own the Major Incident Management process with formal escalation paths
- Ensure mandatory Root Cause Analysis on all P1 and P2 incidents
- Own the ITIL aligned change management process including CAB and TAB
- Lead 24/7 service desk operations and regional field support
- Centralise monitoring and alerting under a single team
- Build and maintain operational dashboards for leadership visibility
- Lead a team across service desk, field support, and operations
Requirements
- Own the end to end ITSM framework
- Establish clear L1/L2 service model with structured ticket routing
- Drive continual service improvement using data and metrics
- Own Major Incident Management process
- Ensure mandatory Root Cause Analysis on P1 and P2 incidents
- Own ITIL aligned change management process including CAB and TAB
Full Job Posting
Role Overview
- The Manager, IT Service Operations owns the operational backbone of the Infrastructure & Cybersecurity function.
- This role leads service desk operations, incident management, change management, monitoring, and field support across the organisation.
- It is a hands on leadership role focused on professionalising operations, embedding ITIL discipline, and bringing measurable improvement to how the business experiences IT.
IT Service Management
- Own the end to end ITSM framework, ensuring consistent service delivery across all locations.
- Establish a clear L1/L2 service model with structured ticket routing.
- Drive continual service improvement using data, metrics, and feedback loops.
Incident Management
- Own the Major Incident Management process, formal escalation paths, named incident commanders, bridge protocols, and structured executive communications.
- Ensure mandatory Root Cause Analysis on all P1 and P2 incidents within agreed timeframes.
- Establish ticket priority discipline and bring P1 volumes to industry norms.
- Drive proactive incident detection through monitoring.
Change Management
- Own the ITIL aligned change management process, including Change Advisory Board (CAB) and Technical Advisory Board (TAB).
- Ensure changes are presented by business or application owners with proper documentation, impact assessment, and rollback plans.
- Enforce multi party approvals and structured change governance.
Service Desk & Field Support
- Lead 24/7 service desk operations and regional field support.
- Ensure consistent standards, tooling, and service quality across all locations.
- Build a comprehensive knowledge base capturing institutional knowledge.
- Design and launch self service capabilities to reduce ticket volume.
Monitoring & Operational Visibility
- Centralise monitoring and alerting under a single team.
- Build and maintain operational dashboards for leadership visibility.
- Establish weekly operational reporting cadence with consistent KPIs (SLA, MTTR, incident counts, change success rates).
Team Leadership
- Lead a team across service desk, field support, and operations.
- Build a culture of professionalism, accountability, and service excellence.
- Coach, develop, and grow team members through certification and clear growth paths.
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