Senior Manager - Services Operation

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 for 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.

• Demonstrate expertise in all facets of transition and service delivery for operational projects.
• Act as a primary customer contact and take accountability for end‑user services.
• Cultivate and sustain productive relationships with clients, support teams, and vendors.
• Lead, mentor, and manage a collaborative team of IT professionals.
• Collaborate with diverse stakeholders to achieve operational objectives and optimal solutions.
• 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.
• Monitor, control, and support production services, ensuring adherence to processes and standards.
• Execute daily operational tasks efficiently, ensuring adherence to organizational processes.
• 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.
• Manage vendor relationships, contracts, and service level agreements to meet IT service expectations.
• Stay updated on industry best practices and emerging technologies for innovation.
• Ensure service quality and performance meet growth and project demands.
• Lead internal and third‑party performance and quality review meetings.
• Design and mobilize a new service management function, including defining service levels and KPIs.
• Manage the transition of new services to standard production and post‑launch support.
• Oversee service operations and quality metrics in a multi‑vendor environment.
• Effectively mediate among multiple third parties.
• Demonstrate strong business acumen, including project finance management.
• Continuously improve production environment services.
• Track service delivery acceptance and manage client concerns for mutually beneficial resolutions.
• Submit accurate and high‑quality weekly and monthly status reports and invoice requests.
• Establish trust with clients to ensure timely invoice processing.
• Lead and chair regular project meetings, addressing operational and technical issues.
• Document, assign, and monitor project risks and issues for minimal impact on progress.
• Conduct performance evaluations and provide input for hiring and promotions.
• Identify training needs and hire additional staff as necessary.
• Collaborate with SMO and MSQT to ensure compliance with quality systems.

• Possess comprehensive knowledge of IT service management frameworks like ITIL, COBIT, SIAM, and ISO 20000.
• 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.
• Acquire experience in various software…