We are seeking a dynamic IT Service Operations Manager to oversee and drive the planning, management, and enhancement of corporate IT services for a mission-driven innovation unit operating at a national level.
This role supports programme teams and internal stakeholders by delivering essential shared services such as hardware, software, and communications infrastructure.
Key Responsibilities
Oversee the delivery and continuous improvement of corporate IT services, including hardware, software, infrastructure, and user support.
Manage IT operations such as asset tracking, onboarding/offboarding, service support, and procurement.
Lead and develop internal and external IT teams, ensuring clear performance expectations and development.
Establish and enforce IT policies, procedures, and security measures to ensure compliance, integrity, and service continuity.
Ensure infrastructure stability, performance, and security across systems, networks, and applications.
Monitor system performance, troubleshoot issues, and implement timely resolutions.
Manage IT budgets, vendor contracts, and service agreements to support operational efficiency.
Drive adoption of ITSM processes (e.g., Incident, Problem, Change Management).
Lead disaster recovery and business continuity planning efforts.
Support audits and ensure adherence to IT governance and compliance requirements.
Stay current on emerging technologies and industry best practices to inform strategy and improvements.
Collaborate with cross-functional teams to define technical requirements and deliver IT projects.
Requirements
Bachelor’s Degree in a relevant field
4-8 years of experience in IT operations and administration, including at least 2 years in a managerial capacity
Demonstrated success managing both internal and external IT teams
Strong understanding of IT service infrastructure and operational best practices
Excellent interpersonal and stakeholder engagement skills, with a service-oriented mindset
Strong critical thinking, decision-making, and communication skills
Adaptable, resourceful, and capable of operating effectively in ambiguous environments
Effective task and resource management abilities
Experience in IT service delivery, process management, or service management frameworks
Proven ability to handle multiple workstreams and meet deadlines reliably
Organized and flexible, with the capacity to manage shifting priorities
Proficiency in Microsoft Office and modern collaboration/planning tools
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