1. Service Delivery Oversight
- Ensureend-to-end deliveryof IT infrastructure services (network, cloud, server, storage, workplace, EUC, and service desk).
- Maintainservice levels and KPIsas per contractual commitments.
- Overseeincident, problem, and change managementprocesses for compliance with ITIL standards.
- Conductdaily/weekly service reviewsto track performance, risks, and escalations.
- Manageshift operationsand ensure 24x7 coverage, including effective handover between teams.
2. Technical Governance & Operations
- Act as thetechnical authorityacross infrastructure towers, providing direction to SMEs and engineers.
- Reviewmonitoring and alerting frameworksto ensure proactive issue detection.
- Overseepatching, upgrades, capacity planning, and system health checks.
- Driveroot cause analysis (RCA)for major incidents and ensure timely preventive actions.
- Governchange implementation, ensuring risk assessment and rollback plans are in place.
3. Compliance, Security & Risk Management
- Ensure adherence tosecurity baselines, data protection policies, and audit requirements.
- Work closely with theinformation security teamfor vulnerability remediation and compliance reporting.
- Maintainrisk registersand implement mitigation plans for operational and service risks.
- Validatelicense compliance, software asset management, and infrastructure documentation.
4. People & Vendor Management
- Lead and mentor theoperations teams(L1L3 engineers, shift leads, service desk managers).
- Define clearroles, responsibilities, and performance metrics.
- Managethird-party vendors and OEM partners, including SLA and contract adherence.
- Drivetraining and upskilling programsto maintain technical capability across technologies.
- Foster a culture ofaccountability, collaboration, and continuous improvement.
5. Continuous Service Improvement (CSI)
- Identify and implementautomation, orchestration, and optimization opportunities.
- Review operational trends toreduce recurring incidentsand improve MTTR.
- Championproblem management initiativesand share lessons learned.
- Introduceknowledge management practicesto build operational maturity.
- Develop and trackimprovement roadmapsaligned with client objectives.
6. Reporting & Stakeholder Communication
- Providedaily/weekly/monthly service dashboardsand performance reports.
- Conductservice review meetingswith clients and internal management.
- Presentincident summaries, SLA compliance, and risk updatesto leadership.
- Communicate proactively duringmajor incidents and planned outages.
- Supportgovernance 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.
