We are seeking a highly skilled and experienced Operations Manager to lead our IT operations. The ideal candidate will have a strong background in IT Service Management (ITSM) and IT Infrastructure Library (ITIL) frameworks, with extensive experience in cloud operations and service delivery. This role requires a visionary leader who can optimize our operational processes, ensure service excellence, and drive continuous improvement within a dynamic technology environment.
Responsibilities
Operational Leadership:
* Lead, mentor, and manage a team of IT operations professionals, fostering a culture of high performance, collaboration, and continuous learning.
* Oversee the daily operations of all IT infrastructure, applications, and services, ensuring high availability, performance, and security.
* Develop and implement operational strategies aligned with organizational goals, focusing on efficiency, scalability, and cost-effectiveness.
IT Service Management (ITSM) & ITIL:
* Champion the adoption and adherence to ITIL best practices across all operational processes, including incident management, problem management, change management, release management, and service request fulfillment.
* Define, implement, and monitor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure service delivery targets are met or exceeded.
* Drive continuous service improvement initiatives based on performance metrics, customer feedback, and industry best practices.
Cloud Operations:
* Manage and optimize operations within cloud environments (e.g., AWS, Azure, GCP), including infrastructure provisioning, monitoring, cost management, and security.
* Develop and implement strategies for cloud resource optimization, automation, and disaster recovery.
* Stay abreast of emerging cloud technologies and trends to ensure our cloud operations remain cutting-edge and efficient.
Service Management:
* Ensure the seamless delivery of IT services to internal and external stakeholders, focusing on user satisfaction and business continuity.
* Develop and maintain strong relationships with key stakeholders, including business leaders, vendors, and customers.
* Implement robust monitoring and reporting mechanisms to track service performance and identify areas for improvement.
Process Improvement & Automation:
* Identify opportunities for process automation and optimization to enhance operational efficiency and reduce manual effort.
* Implement and manage operational tools and technologies to streamline workflows and improve data visibility.
* Drive the adoption of lean principles within IT operations.
* Identify and mitigate operational risks, ensuring compliance with relevant industry standards and regulatory requirements.
* Develop and maintain comprehensive disaster recovery and business continuity plans.
Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.
Experience
* 10+ years of progressive experience in IT operations, with at least 5 years in a leadership or management role.
* Demonstrable experience with large‑scale IT environments, including on‑premise, hybrid, and cloud infrastructures.
Technical Skills
* Strong expertise in ITIL and ITSM frameworks (ITIL v3 or v4 certification highly preferred).
* Extensive experience with Cloud Operations (AWS, Azure, or GCP certifications are a plus).
* Proficiency in service management platforms (e.g., ServiceNow, Jira Service Management).
* Solid understanding of networking, cybersecurity principles, and data center operations.
* Experience with scripting and automation tools (e.g., Python, PowerShell, Ansible) is a plus.
Soft Skills
* Exceptional leadership, communication, and interpersonal skills.
* Proven ability to manage multiple priorities in a fast‑paced environment.
* Strong analytical and problem‑solving abilities.
* Demonstrated commitment to continuous learning and professional development.
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