IT Service Operations Manager

The Manager, IT Service Operations owns the operational backbone of the Infrastructure & Cybersecurity function. This role leads service desk operations, incident management, change management, monitoring, and field support across the organisation. It is a hands‑on leadership role focused on professionalising operations, embedding ITIL discipline, and bringing measurable improvement to how the business experiences IT

Key Responsibilities

IT Service Management

• Own the end-to-end ITSM framework, ensuring consistent service delivery across all locations
• Establish a clear L1/L2 service model with structured ticket routing
• Drive continual service improvement using data, metrics, and feedback loops

Incident Management

• Own the Major Incident Management process, formal escalation paths, named incident commanders, bridge protocols, and structured executive communications
• Ensure mandatory Root C...