Manager, IT Operations

Key Responsibilities

• Develop and execute the IT Operations strategy aligned with business and IT objectives while establishing operational standards and procedures based on ITIL and industry best practices.
• Provide leadership across infrastructure and support teams to promote accountability, service excellence, resilience and continuous improvement.
• Oversee enterprise infrastructure including networks, databases, servers, storage, virtualization, cloud platforms and end-user computing environments to ensure high availability and strong performance.
• Manage IT service delivery processes including incident, problem, change and request management in line with SLAs and KPIs while improving service desk performance and user satisfaction.
• Ensure proactive monitoring, maintenance, capacity planning, system upgrades, patching and lifecycle management to minimize downtime and service disruption.
• Work closely with IT Security teams to ensure infrastructure security, regulatory compliance, audit readiness and effective operational risk management.
• Develop and test disaster recovery and business continuity plans to ensure systems remain resilient and recoverable within defined RTO and RPO targets.
• Manage relationships with technology vendors, service providers and business stakeholders to ensure effective service delivery and alignment with business needs.
• Prepare operational performance and risk reports for senior management while driving automation and cost optimization initiatives.
• Lead and develop high-performing teams across Network, Database, Systems and Service Desk functions through performance management, succession planning and continuous skills development.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Management Information Systems or a related field (a Master’s degree is an added advantage).
• Relevant professional certifications (e.g., ITIL, Cisco, Microsoft, AWS, Oracle, or equivalent).

Experience

• Minimum of 8–12 years’ experience in IT Operations, with at least 4 years in a leadership role.
• Proven experience managing large-scale IT infrastructure and support environments.
• Strong understanding of networking, databases, systems administration, and IT service management.
• Membership in a recognized professional body in good standing is a mandatory requirement.

Competencies

• ITIL Governance Standards and IT Infrastructure management (virtualization and cloud platforms).
• Disaster recovery & Business Continuity planning.
• Strategic thinking and execution.
• Leadership and people management.
• Excellent communication and stakeholder management.
• Risk management and compliance awareness.