Senior Manager - Infrastructure Operations

What are the Key Deliverables in this role:

Financial Outcomes

• Ensure optimal usage of IT resources and supporting contracts
• Contributing to the development of long-term strategies for service delivery and operations, aligning them with the organization's goals.

Customer Service

• ·Proven capability in delivering superior IT service and support, encompassing all internal business functions. This involves not only addressing immediate technical needs but also strategically driving the business towards the most effective and efficient IT solutions. This approach ensures a seamless integration of technology with business processes, thereby enhancing overall operational excellence and supporting long-term organizational goals.

Internal Processes

• Ensure app platforms operate at optimal performance levels, consistently monitoring and fine-tuning systems to achieve peak efficiency and reliability in line with business objectives.
• Oversee daily operations with large support teams, coordinating tasks and ensuring effective communication to maintain high service standards and operational consistency.
• Conduct regular service reviews with partners and support vendors, fostering collaborative relationships and continuous improvement in service delivery and support mechanisms.
• Maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), rigorously tracking and managing performance metrics to ensure adherence to agreed-upon standards and expectations.
• Provide monthly leadership insights on Operations, offering detailed analysis and strategic recommendations to guide decision making and highlight areas for operational enhancements.
• Identifying, assessing, and mitigating risks that could impact service delivery

Innovation and Learning

• IT Service Management and deep understanding of ITIL frameworks
• Understand Infrastructure services
• Actively participate in building and upgrading staff skills and knowledge for effective use of IT resources.
• Implementing and managing technology solutions that support service delivery, such as IT systems or software tools.
• Recommend and implement new systems and upgrades as needed.

What are the Critical success factors for the Role ?

• Over all experience of 10 - 14 years in which , minimum 3 years in IT ops management
• Should have experience in managing Technology partners and service reviews.
• Good understanding of SLAs and KPIs
• Minimum 3 years of working experience as operations manager.
• Minimum of managing 600 + server, 3000 + users and cutting-edge technology like ZTN, AWS, Azure, ITSM platform.
• Proven leadership in managing IT service desk operations and team performance with team size of minimum of 10-member team
• Strong track record in implementing ITIL Service disciplines and managing service delivery to meet business goals.
• Expertise in network infrastructure, cloud, system administration, and ensuring system and infrastructure availability
• Ability to manage organizational change effectively with strong interpersonal and communication skills.
• Maintain oversight of IT Operations, including Service Delivery, Application.

What are the Desirable success factors for the Role ?

• ITIL certifications
• Good understanding of technology, Automations, DevOps

Additional Specifications:

• Experience with Azure Active Directory (Azure AD) and Active Directory (AD).
• Proficiency in Intune for device management.
• Experience in desktop and laptop management.
• Familiarity with patch management practices.
• Knowledge of email systems, specifically Office 365.