Key Responsibilities (Outcome-Led)

IT Service Delivery & Process Excellence

Run ITIL-aligned service delivery (incident, request, problem, change) with clear SLAs and rigorous post-incident reviews (PIRs).
Oversee L1-L2.5 support teams to ensure efficient ticket triage, prioritization, and resolution within SLA targets.

Identity & Access Lifecycle Management

Lead end-to-end identity lifecycle automation for employees and applications using Okta (SSO/MFA/SCIM).
Enforce strong authentication, least-privilege access, and timely joiner-mover-leaver (JML) processes.

Endpoint Management & Productivity

Maintain endpoint posture and user productivity for a Mac-first fleet via Jamf Pro.
Implement baselines, patching, compliance monitoring, and software deployment.

Collaboration Platform Operations

Operate and maintain collaboration tools (e.g., Google Workspace, Lark) and ensure tenancy hygiene, data lifecycle, and retention policies are executed as designed .

Office IT & Network Foundations

Oversee office IT infrastructure (network/Wi-Fi, meeting rooms/AV, printing) with partners, ensuring audit-ready site operations .

SaaS Governance & Asset Lifecycle

Cross-Functional Collaboration

Partner with Project Managers and Solution Architects to ensure operational stability and support technology initiatives.

Success Measures

SLA attainment consistently met, with a downward trend in MTTR major incidents are rare and well-remediated.
Patch/compliance targets achieved on time deviations corrected rapidly.
SSO/MFA coverage near-universal JML processes timely (day-1 readiness, rapid deprovisioning).
Asset records accurate, with documented disposal processes ticket deflection via knowledge/self-service improves monthly.
Smooth rollouts with measurable adoption and reduced support load.

Qualifications & Skills

Bachelor's degree in Computer Science, IT, or related field
Minimum 6-10 years in IT operations, including hands-on administration and team leadership in a multinational environment
Certifications such as ITIL, Jamf Certified Administrator, or Okta Certified Administrator.
Experience operating in fast-growth or regulated environments.
Familiarity with multinational team management.

Technical Expertise:

Proficiency in JAMF Pro (macOS/iOS endpoint management) and Okta (identity lifecycle automation).
Strong command of ITIL practices and experience with ITSM tools (e.g., Jira Service Management)
Admin proficiency in Google Workspace and modern collaboration suites (e.g., Lark).

Leadership Skills:

Clear operational judgment, stakeholder communication, and vendor/SOW management.
Ability to simplify processes, eliminate toil, and enforce hygiene standards .

IT Operations Manager