Managed Services Operations Specialist

1. Service Delivery Oversight

• Ensure end-to-end delivery of IT infrastructure services (network, cloud, server, storage, workplace, EUC, and service desk).

• Maintain service levels and KPIs as per contractual commitments.

• Oversee incident, problem, and change management processes for compliance with ITIL standards.

• Conduct daily/weekly service reviews to track performance, risks, and escalations.

• Manage shift operations and ensure 24x7 coverage, including effective handover between teams.

2. Technical Governance & Operations

• Act as the technical authority across infrastructure towers, providing direction to SMEs and engineers.

• Review monitoring and alerting frameworks to ensure proactive issue detection.

• Oversee patching, upgrades, capacity planning, and system health checks.

• Drive root cause analysis (RCA) for major incidents and ensure timely preventive actions.

• Govern change implementation, ensuring risk assessment and rollback plans are in place.

3. Compliance, Security & Risk Management

• Ensure adherence to security baselines, data protection policies, and audit requirements.

• Work closely with the information security team for vulnerability remediation and compliance reporting.

• Maintain risk registers and implement mitigation plans for operational and service risks.

• Validate license compliance, software asset management, and infrastructure documentation.

4. People & Vendor Management

• Lead and mentor the operations teams (L1-L3 engineers, shift leads, service desk managers).

• Define clear roles, responsibilities, and performance metrics.

• Manage third-party vendors and OEM partners, including SLA and contract adherence.

• Drive training and upskilling programs to maintain technical capability across technologies.

• Foster a culture of accountability, collaboration, and continuous improvement.

5. Continuous Service Improvement (CSI)

• Identify and implement automation, orchestration, and optimization opportunities.

• Review operational trends to reduce recurring incidents and improve MTTR.

• Champion problem management initiatives and share lessons learned.

• Introduce knowledge management practices to build operational maturity.

• Develop and track improvement roadmaps aligned with client objectives.

6. Reporting & Stakeholder Communication

• Provide daily/weekly/monthly service dashboards and performance reports.

• Conduct service review meetings with clients and internal management.

• Present incident summaries, SLA compliance, and risk updates to leadership.

• Communicate proactively during major incidents and planned outages.

• Support governance forums, audits, and client satisfaction reviews.

Academic qualifications and certifications:

• Bachelor's degree or equivalent degree in Information Technology or Computing or related field.

• ITIL certification is desirable.

Required experience:

• Advanced demonstrated work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.

• Advanced demonstrated experience gained in a Managed Services delivery environment including technical and service management exposure.

• Advanced demonstrated experience in managing customer escalation situations and objection handling.

• Advanced demonstrated Managed Services operations experience.