Manager, IT Operations

Job Summary

The role holder will be responsible for the overall leadership, management, and performance of the organization’s IT operations function, ensuring the availability, stability, security, and efficiency of all technology infrastructure and services.

Key Responsibilities

• Develop and execute the IT Operations strategy aligned with business and IT objectives while establishing operational standards and procedures based on ITIL and industry best practices.
• Provide leadership across infrastructure and support teams to promote accountability, service excellence, resilience and continuous improvement.
• Oversee enterprise infrastructure including networks, databases, servers, storage, virtualization, cloud platforms and end-user computing environments to ensure high availability and strong performance.
• Manage IT service delivery processes including incident, problem, change and request management in line with SLAs and KPIs while improving service desk performance and user satisfaction.
• Ensure proactive monitoring, maintenance, capacity planning, system upgrades, patching and lifecycle management to minimize downtime and service disruption.
• Work closely with IT Security teams to ensure infrastructure security, regulatory compliance, audit readiness and effective operational risk management.
• Develop and test disaster recovery and business continuity plans to ensure systems remain resilient and recoverable within defined RTO and RPO targets.
• Manage relationships with technology vendors, service providers and business stakeholders to ensure effective service delivery and alignment with business needs.
• Prepare operational performance and risk reports for senior management while driving automation and cost optimization initiatives.
• Lead and develop high-performing teams across Network, Database, Systems and Service Desk functions through performance management, succession planning and continuous skills development.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, Management Information Systems or a related field (a Master’s degree is an added advantage)
• Relevant professional certifications (e.g., ITIL, Cisco, Microsoft, AWS, Oracle, or equivalent)

Experience

• Minimum of 8–12 years’ experience in IT Operations, with at least 4 years in a leadership role
• Proven experience managing large-scale IT infrastructure and support environments
• Strong understanding of networking, databases, systems administration, and IT service management.
• Membership in a recognized professional body in good standing is a mandatory requirement

Competencies

• ITIL Governance Standards IT Infrastructure management (virtualization and cloud platforms)
• Disaster recovery & Business Continuity planning
• Strategic thinking and execution
• Leadership and people management
• Excellent communication and stakeholder management
• Risk management and compliance awareness