Senior Manager - IT Operations

Purpose of the RoleThe Senior Manager – IT Operations is responsible for managing the organization’s live technology environment and ensuring the availability, reliability, security, performance, and support of IT infrastructure, networks, enterprise applications, cloud services, and end-user technology.Working closely with the Operations Director, Chief Strategist – IT Operations, Vice President – Digital & Innovation, business functions, and technology providers, the role translates approved technology strategies and standards into operational plans, services, controls, and improvement initiatives.Strategic LeadershipDevelop and execute IT operational plans aligned with the approved IT strategy and technology roadmap.Translate architecture standards and technology priorities into practical implementation and service-management activities.Identify opportunities to improve availability, reliability, cybersecurity, user support, and operational efficiency.Recommend operational investments, resource requirements, system improvements, and lifecycle actions.Promote a culture of service excellence, security awareness, accountability, and continuous improvement.Provide operational input to technology strategies, transformation initiatives, and major business projects.Functional ManagementLead the daily operation of IT infrastructure, networks, cloud services, enterprise applications, collaboration platforms, and end-user technology.Manage the IT service desk, incidents, service requests, problems, changes, releases, and operational escalations.Monitor service availability, system performance, capacity, utilization, and technology-service quality.Ensure critical incidents are resolved promptly, root causes are identified, and corrective actions are implemented.Manage infrastructure maintenance, patches, upgrades, configurations, backups, and technology lifecycle activities.Operate cybersecurity controls including endpoint protection, vulnerability remediation, access management, security monitoring, and incident coordination.Maintain disaster-recovery, backup, restoration, and IT business-continuity capabilities.Manage technology vendors, telecommunications providers, software licenses, maintenance agreements, and outsourced IT services.Develop operational implementation plans for approved technology roadmaps and architecture recommendations.Ensure major technology changes are tested, approved, communicated, implemented, and reviewed.Maintain IT asset inventories, configuration records, system documentation, support procedures, and knowledge records.Provide technical and operational support to Digital & Innovation, Solutions & Partnerships, Operations, and other business functions.Governance & PerformanceEstablish and maintain IT operational policies, procedures, controls, service standards, and escalation processes.Monitor IT performance through service availability, SLA achievement, incident resolution, change success, security, and user-satisfaction measures.Ensure operational compliance with approved architecture standards, cybersecurity policies, data-protection requirements, and regulatory obligations.Maintain accurate service, incident, change, asset, access, vendor, and performance records.Identify operational technology risks and implement corrective, preventive, recovery, and continuity measures.Conduct periodic reviews of infrastructure resilience, capacity, security, lifecycle status, and operational readiness.Support internal and external audits and ensure agreed findings are addressed.Report IT performance, major incidents, operational risks, vendor concerns, and improvement progress to the Operations Director.Stakeholder ManagementWork with business functions to understand service requirements and resolve technology issues.Collaborate with the Chief Strategist – IT Operations on architecture standards, roadmaps, investments, and modernization priorities.Partner with the Vice President – Digital & Innovation on implementation and operational support for approved digital initiatives.Provide technical and operational input to Solutions & Partnerships during client-solution development.Build productive relationships with technology vendors, managed-service providers, and telecommunications providers.Communicate planned changes, service interruptions, risks, incidents, and improvement activities to stakeholders.Coordinate with GRC on technology risks, cybersecurity compliance, data protection, and audit requirements.Represent IT Operations in business-continuity, project, service-governance, and operational review meetings.People LeadershipLead, coach, and develop the IT Operations team.Establish team objectives, work priorities, performance expectations, and service responsibilities.Ensure appropriate coverage, escalation arrangements, technical capability, and knowledge continuity.Promote professional development across infrastructure, networking, applications, cybersecurity, and IT service management.Foster collaboration, accountability, customer service, and continuous improvement.Support succession planning and capability development within IT Operations.QualificationsBachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related field.Master’s degree or MBA preferred.Professional certifications such as ITIL, PMP, COBIT, CISSP, CISM, TOGAF, or equivalent are preferred.Experience10+ years of progressive experience in Information Technology.At least 5 years in a senior IT management or leadership role.Experience leading complex, business-critical, and high-availability technology environments.Experience in BPO, Outsourcing, Contact Centers, Telecommunications, Managed Services, or Technology industries is highly preferred.Proven track record in technology transformation, cybersecurity, infrastructure modernization, and IT service improvement.Application deadline: 7th September 2026.