JOB SUMMARY:

The IT Service Operations Manager is responsible for overseeing the operations and integrity of IT support and service delivery across the organisation. This role involves managing the day-to-day activities of the IT service desk, ensuring seamless execution of incident management, and maintaining service levels that meet or exceed customer expectations. The IT Service Operations Manager ensures that systems, networks, and applications are functioning optimally, aligning with business objectives and customer needs. The position also plays a key role in driving IT service improvements, mentoring junior staff, and managing escalations and major incidents to resolution.

QUALIFICATIONS & KEY COMPETENCIES:

• Strong leadership and team management skills.
• Excellent communication, problem-solving, and organisational skills.
• ITIL 4 Foundation or equivalent service management certification.
• A minimum of 5+ years of experience in IT support or service operations management.
• Good understanding of IT infrastructure, systems, and applications, as well as experience with security frameworks (e.g., Zero Trust).
• Strong understanding of cybersecurity principles (e.g., Cyber Essentials, CompTIA Security+).
• Ability to manage complex technical issues while maintaining a focus on customer service and business needs.
• An understanding and interest In Audio Visual Systems including Digital Signage.
• Good knowledge of ISO 27001 and other relevant information security standards, with a proven track record of implementing and maintaining security management systems in compliance with ISO standards.
• Proven track record in managing SLA compliance and delivering results in a fast-paced environment.
• Exceptional organisational and multitasking abilities.
• Analytical mindset with the ability to identify trends, root causes, and implement solutions.