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IT Operations Manager
The IT Operations Manager is responsible for the end-to-end delivery, performance, and continuous improvement of IT services across the service desk and technical support functions. The role ensures that all services are delivered in line with agreed Service Level Agreements (SLAs), operational KPIs, and client expectations, while maintaining compliance with industry best practices and organizational standards.
The position plays a critical leadership role in driving operational excellence by overseeing service delivery, managing escalation and governance frameworks, and ensuring effective execution of IT Service Management (ITSM) processes including incident, problem, and change management. The IT Operations Manager collaborates closely with clients, internal stakeholders, and technical teams to ensure high-quality service, stability of IT environments, and continuous service improvement.
In addition, the role is accountable for wo...