IT Operations Manager/Senior Manager

Key Responsibilities

• Plan, build, run, and monitor IT operations covering infrastructure, cloud platforms, endpoints, networks, and business systems to ensure high performance, reliability, and operational stability.

• Lead and manage day‑to‑day IT service delivery, including helpdesk operations, ticket prioritisation, escalation management, and resolution to meet agreed service levels and user expectations.

• Manage and support hybrid cloud environments, including Microsoft 365 and Azure‑based services, ensuring systems are maintained, monitored, and operated in line with business and regulatory requirements.

• Coordinate incident management, service recovery, and root cause analysis, ensuring incidents are resolved efficiently and preventive actions are implemented to minimise recurrence.

• Translate business requirements into operational IT solutions throughproper planning and execution to support business objectives.

• Support security operations through working with security teams or SOC providers, implementing required operational controls, and supporting incident handling.

• Support regulatory compliance, audits, and governance activities by providing operational evidence, implementing agreed remediation actions, and tracking closure of operational findings.

• Manage vendors and outsourced service providers, including service performance monitoring, SLA management, issue escalation, and ensuring contractual and service obligations are met.

• Drive operational efficiency and cost optimisation, including licence management, service rationalisation, and continuous improvement of operational processes.

• Ensure effective IT service management practices, including change, incident, and problem management, supported by proper documentation, runbooks, and standard operating procedures.

• Provide leadership, guidance, and mentoring to IT team members.

• Act as the primary operational point of contact between IT and the business, providing clear updates on service status, risks, and operational constraints.

Requirements

• Degree in Information Technology, Computer Science, or related discipline.

• Minimum 10 years experience in IT operations or infrastructure roles, preferably in a regulated or enterprise environment.

• Experience supporting cloud and enterprise IT environments (e.g. Microsoft 365, cloud platforms, endpoints, networks).

• Working knowledge of information security, incident management, change management, and vendor management.

• Ability to work with auditors, regulators, and senior stakeholders.

• Strong problem‑solving, communication, and coordination skills.