IT Operations Manager, AI & Automation

Role Purpose: We are seeking an experienced IT Operations Manager, AI & Automation, with strong managed services leadership, to oversee and manage the end-user computing environment. The ideal candidate will ensure the stable, secure, and efficient delivery of IT services supporting end-user needs, while leveraging AI-enabled insights and automation to drive continuous service improvement and enhance the overall customer IT experience.

The role is responsible for workplace operations and service delivery, including the management of people, resources, assets, and professional services across helpdesk and onsite support. This includes applying AI-driven analytics, intelligent automation, and virtual assistance to optimise incident handling, improve first-contact resolution, reduce manual effort, and enable a shift from reactive to proactive support.

Key Accountabilities:

. Experience in managing multiple workplace projects ranging from 3000 to 9000 end user environment

. Provide solution and improve operation process for workplace managed service project

. Possess the workplace operation know-how to operate onsite, service desk and understand the deliverables

. Responsible for SLA and service management

. Manage and coordinate urgent and complicated support issues. Act as the escalation point for all requests and incidents

. Determine the root cause and ensure proper communication to customers and incident report

. Drive ticket deep dive on issues and develop strategies for improvement

. Well versed in Asset management framework with experience in managing large volume of endpoint devices

. Manage weekly and monthly meetings with the team

. Continuous service improvement with 5% YoY on cost optimization

Qualifications:

. Education: Bachelor's degree in information technology, Computer Science, or a related field.

. Experience: Minimum of 10 years of experience in IT operations, with at least 5 years in a managerial role, including driving Digital Employee Experience (DEX) initiatives. Critical thinking management

. Technical Skills: Proficiency in managing end-user computing environments, including hardware, software, and network systems.

. Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide a team.

. Problem-Solving: Excellent problem-solving skills and the ability to troubleshoot complex IT issues.

. Communication: Strong communication skills, with the ability to explain technical concepts to non-technical users.

. Certifications: Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Microsoft 365 and Power BI are a plus.