Key responsibilities

• Direct, mentor, and align the IT Operations team to ensure high performance and operational excellence
• Establish and maintain robust operational governance frameworks, standard operating procedures, and business continuity plans for critical management functions
• Partner with executive leadership to optimise capacity, support expanding change requests, and provide management bandwidth for strategic business growth
• Monitor service performance against contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), driving continuous quality improvements
• Prepare and present service reports, operational updates, and strategic recommendations directly to internal executive management and client CxO-level stakeholders
• Conduct resource allocation and operational planning to balance team capacity and optimise service coverage
• Oversee day-to-day incident management processes to guarantee prompt resolution and minimise business impact