Service Operation Manager

Job Description

As an IT Service Operations Manager, your role is crucial in ensuring the smooth and efficient delivery of IT services to our client. You will be leading a team that is responsible for maintaining, optimizing, and supporting our application solution and e-services developed to our client. Your primary focus will be to guarantee high availability, reliability, and user satisfaction. Your strategic thinking, technical expertise, and leadership skills will be essential in driving our IT service operations toward excellence.

• Act as a primary customer contact and take accountability for end-user services.
• Cultivate and sustain productive relationships with clients, support teams, and vendors.
• Ensure effective communication within the technical team (FS, L1, L2, and L3 support) for timely bug resolution and documentation.
• Oversee daily IT service operations alignment with business objectives and SLAs, minimizing downtime and disruptions.
• Collaborate with cross-functional teams to develop and enhance IT service processes and procedures.
• Monitor and manage IT service performance, addressing issues to maintain operational efficiency.
• Develop and maintain key stakeholder relationships to understand IT service needs and priorities.
• Drive continuous improvement initiatives to enhance IT service quality, efficiency, and cost-effectiveness.
• Ensure effective application of ITIL processes during incidents, requests, and changes.
• Report project status updates to senior management.
• Coordinate with teams to mitigate risks and propose operational improvements.
• Attend regular meetings with stakeholders to track team and task status.
• Prepare and present regular reports on IT service performance, highlighting achievements and improvement areas.
• Stay updated on industry best practices and emerging technologies for innovation.
• Manage the transition of new services to standard production and post‑launch support.

• Possess comprehensive knowledge of IT service management frameworks like ITIL,
• Command a deep understanding of the Information Technology Infrastructure Library (ITIL) framework and IT service delivery procedures.
• Exhibit a strong grasp of incident, problem, change, and release management processes.
• Familiarity with IT service monitoring and management tools is essential.
• Showcase exceptional project management abilities, enabling efficient task prioritization and execution in dynamic environments.
• Demonstrate proficiency in IT infrastructure components, Application Management, encompassing networking, cloud technologies, and security principles.

• Demonstrate leadership capabilities to inspire and guide teams towards shared objectives.
• Exhibit excellent written and verbal communication skills to facilitate effective collaboration and stakeholder management.
• Apply analytical thinking to evaluate data, trends, and metrics, enabling well‑informed decision‑making.
• Possess a strong problem‑solving aptitude, particularly in troubleshooting complex technical issues.
• Collaborate seamlessly with cross‑functional teams, engaging with developers, quality assurance, and other stakeholders to achieve common goals.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• A minimum of 5 years of experience in IT service operations or a related field, 4 years of which include application management and operations.
• Proven track record of managing teams and overseeing IT service delivery.
• Excellent problem‑solving skills and the ability to analyze complex technical challenges.
• Effective communication skills to interact with both technical and non‑technical stakeholders.
• ITIL Foundation or higher certification is a must.