The IT Infrastructure Service Operations Manager is responsible for end-to-end delivery and operational excellence of enterprise infrastructure services. The role oversees multi-tower operations, ensures ITIL-aligned service management, leads major incident response, and drives continuous service improvement across client environments.
Key Responsibilities
- Own end-to-end infrastructure service delivery across network, cloud, servers, storage, EUC, and service desk
- Ensure SLA, KPI, and contractual compliance using ITIL best practices
- Govern incident, problem, and change management, including Major Incident leadership and RCA
- Lead 24x7 operations, escalation management, and service reviews
- Provide technical governance across infrastructure domains
- Drive service improvement, automation, and operational efficiency
- Manage vendors, partners, and operations teams
- Deliver clear operational reporting, risk management, and service insights
Core Skills & Experience
- Strong experience in enterprise IT infrastructure operations
- Proven leadership across multi-tower managed services environments
- Solid knowledge of ITIL service management processes
- Experience with virtualization platforms (VMware, Nutanix, Hyper-V)
- Familiarity with monitoring / observability tools (Grafana, Elastic, Kibana)
- Strong stakeholder, escalation, and people management skills
- Ability to lead teams during high-severity incidents
Qualifications
- Bachelor's degree in IT or related field
- ITIL certification preferred
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