IT Service Operations Manager
2 weeks ago
The role of the Service Operations Leader plays a pivotal part in managing all aspects of Service Operations across the organization.
This position is responsible for overseeing, optimizing and scaling IT service delivery across all regions. A positive attitude and enthusiasm are essential attributes for success in this role.
- Lead a team of front-line IT support administrators to provide rapid and efficient resolution of desktop technical issues, ensuring alignment with business needs.
- Develop and execute a comprehensive modern workplace technology strategy that addresses scalability, resilience, automation and alignment with business objectives.
- Collaborate with cross-functional teams/leaders across our organization to define technology requirements and recommend solutions that enhance service delivery.
- Lead the selection, configuration, and deployment of modern workplace tools and technologies.
- Develop and execute change management strategies to drive user adoption of modern workplace technologies.
- Collaborate with cybersecurity teams to ensure compliance with security standards and best practices.
- Lead continuous improvement initiatives to enhance user experience, service reliability and cost efficiency.
- Work with IT teams to ensure seamless integration and interoperability of modern workplace solutions with existing IT systems.
- Develop and manage global standards to support consistent procurement, maintenance, and allocation of IT services, equipment, and applications.
- Maintain desktop performance and reliability within agreed-upon service levels.
- Cultivate a high-performance, experience-driven service culture within the team.
- Implement process improvement methodologies based on ITIL principles to enhance desktop and application support performance and user experience.
- Incorporate documentation and knowledge management into standard practices.
- Manage relationships with third-party hardware/software vendors to drive future roadmaps.
- Define and manage key performance indicators, analyzing trends to address system availability and performance concerns.
You are an experienced IT operations leader with a strong track record of delivering high-quality, user-focused service across complex, global environments. You thrive at the intersection of strategy and hands-on delivery, combining technical expertise with the ability to motivate and lead teams.
You will be able to demonstrate:
- 8+ years in IT operations, with at least 3 years in a global leadership role, preferably within the industry.
- ITIL certification.
- Proven experience in a similar Service Operations position.
- Excellent track record of providing responsive and empathetic IT support.
- Strong understanding and experience of identity and access management, endpoint security and compliance frameworks.
- Well-developed management skills in planning and scheduling, together with the ability to lead and motivate a remote team of specialist staff.
- Strong knowledge of the organization's existing IT infrastructure, cloud platforms, networking, operating systems, and software.
- Experience with mobile technology and printer management, including commercial analysis.
- Exceptional customer service focus.
- Strong communication and presentation skills.
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