Senior Manager - Global IT Operations Manager
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Key skills for this role
About the Role
To orchestrate and scale a modern, product-driven IT operations function across cloud, infrastructure, digital workplace, service management, and enterprise platforms retaining.
Key Skills for This Role
Responsibilities
- Lead and align multiple IT operational domains: cloud platforms and FinOps; infrastructure, network and digital workplace; IT service delivery and automation; and ServiceNow enterprise workflow platform
- Ensure all domains operate as integrated products with end to end accountability for service performance and user experience
- Translate enterprise strategy into coordinated operational execution across domains
- Establish and chair a weekly IT Operations Governance Forum
- Own the IT Operations Service Catalogue
- Institutionalise a platform as a product operating model and establish governance
- Define and own a Platform Governance Framework
- Lead a global ecosystem of managed service providers and system integrators
- Define and enforce SLA/KPI frameworks linked to business outcomes
- Own global IT operations performance across availability, resilience, and service continuity
- Define and lead an automation first IT operations strategy
- Own the integrated 3 year IT operations transformation roadmap
Requirements
- Lead and align multiple IT operational domains: cloud, infrastructure, digital workplace, service management, and enterprise platforms
- Establish and chair weekly IT Operations Governance Forum
- Own the IT Operations Service Catalogue
- Define and own Platform Governance Framework
- Lead global ecosystem of managed service providers and system integrators
- Define and enforce SLA/KPI frameworks linked to business outcomes
- Own global IT operations performance across availability, resilience, and service continuity
- Define and lead automation first IT operations strategy
- Own integrated 3 year IT operations transformation roadmap
Full Job Posting
Overview
- To orchestrate and scale a modern, product driven IT operations function across cloud, infrastructure, digital workplace, service management, and enterprise platforms retaining full internal accountability for service outcomes, platform governance, and transformation execution within a lean internal
Key Accountabilities
- Lead and align multiple IT operational domains: cloud platforms and FinOps; infrastructure, network and digital workplace; IT service delivery and automation; and the ServiceNow enterprise workflow platform.
- Ensure all domains operate as integrated products, not siloed services, with end to end accountability for service performance and user experience.
- Translate enterprise strategy into coordinated operational execution across domains.
- Establish and chair a weekly IT Operations Governance Forum, bringing together all domain leads to review SLA performance, escalate cross domain issues, align on roadmap dependencies, and cascade priorities.
- Own the IT Operations Service Catalogue, a published, versioned inventory of all IT services, their owners, SLAs, costs, and dependencies, maintained and reviewed quarterly with domain lead.
- Institutionalise a platform as a product operating model and establish governance for roadmaps, prioritisation, backlog management, delivery cadence, and value realisation tracking.
- Align all operational platforms (cloud, infrastructure, ServiceNow, workplace) into a cohesive ecosystem.
- Enforce a standardisation first approach with minimal customisation and technical debt discipline.
- Define and own a Platform Governance Framework covering how new platform requests are assessed and approved, how customisation exceptions are governed and tracked, how platform retirements are managed, and how vendor introduced changes are reviewed before acceptance into production.
- Lead a global ecosystem of managed service providers and system integrators, shifting delivery from resource based to outcome based accountability.
- Define and enforce SLA / KPI frameworks linked to business outcomes, and architecture and governance compliance.
- Drive vendor performance through executive governance forums and performance reviews, delivering measurable improvements in cost efficiency, service quality, and delivery predictability.
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