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.
