Senior Manager, IT Service Operations

We are seeking a highly motivated candidate for the position of IT Service Operations with proven knowledge and efficient & effective delivery of IT services, overseeing the NOC (Network Operations Center) and Service Desk Operations, globally.

Key Accountabilities

• Manages the regional IT Service Operations team, reporting to the Director of IT Operations.
• Responsible in providing regular management reports on the information and performance related to Service Desk & NOC operations such as customer satisfaction, SLA compliance, Incident statistics, call statistics, problems encountered, open tickets and backlogs, highlight team members contributions and performance.
• Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure smooth flowing escalation and information within the organization.
• Implement and manage ITIL (v4) principles and best practices to ensure the highest level of service quality and operational excellence.
• Lead, mentor, and inspire a team of IT Service Desk and NOC professionals, fostering a culture of continuous improvement, collaboration, and accountability.
• Lead and manage IT Service Operations, including 24/7 monitoring, Service Desk and support.
• Oversees the day-to-day support of all production platforms to ensure the high availability of networks, servers, storage, applications, telecommunications services and information.
• Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information.
• Primary SPOC for all Service Desk & NOC initiatives and in collaboration with the Global Service lines on these initiatives from project initiation till final delivery of solution.
• Able to develop good execution plans, work breakdown structure, stakeholder management and communication, test strategy and implementation plans.
• Supervises the Service Desk & NOC teams by defining schedules, setting priorities, providing direction, and working through administrative duties as needed.
• Oversee communications preparation and make presentations to stakeholders on opportunities and constraints of processes and systems.
• Monitor, review and analyze statistics, surveys and trends related to service desk operation and make recommendations to improve services, tools and support experiences.
• Establish and maintain policies & procedures for Service Desk to follow in resolving customer cases and monitor adherence.
• Be accountable for the Knowledge Based repository within IT Service Operations and ensure quality solutions are available to the support resources which includes training, maintaining and updating the Knowledge Base.

Knowledge And Experience

• Bachelor’s degree holder or above in Information Technology or related disciplines.
• Minimum 10 years of experience in IT Service Desk, Call Centre Operations, NOC and Service Delivery.
• Proven track record of building a global support organization and managing operations at scale.
• Experience in leading an IT Service Operations or a similar IT management role with experience on Ticketing platforms, AI Chatbot, virtual assistance for self-service, IT contact Centre solution.
• A strong leader who can communicate his/her ideas persuasively and sustain positive relationships with team members and other stakeholders.
• Metrics driven leadership experience to drive continuous improvement and large-scale IT transformation programs.
• The candidate has experience in a wider regional organization and understands a matrix work culture. Experience in a global role overseeing 24/7 operations is a strong plus.
• Experienced people leader, strong leadership and management skills, with the ability to motivate and manage a team of IT professionals.
• Proven ability to identify opportunities for process improvement and propose recommendations for enhancing efficiency and performance. 
• Solid understanding of IT standards and best practices, including the ability to review and define standards in collaboration with other IT management and technical staff.
• Strong commitment to compliance with IT procedures and quality standards.
• Ability to create a collaborative and team-oriented work environment, promoting team building and cooperation.
• Proficiency in budget management and resource allocation within the relevant area of responsibility.
• Ability to handle technological complexity while communicating at executive level with non-technical audiences.
• Must be able to build relationships across all levels and different functions of the organization and effectively manage conflicts.