Information Technology Operations Manager

Overview

IT Operations & Service Delivery

• Lead day-to-day IT operations across infrastructure, networks, systems, and end-user support.
• Ensure high availability, performance, and reliability of IT systems and services.
• Establish and enhance IT service management (ITSM) processes aligned to best practices (e.g., ITIL).
• Define and monitor SLAs, KPIs, and service performance metrics.
• Support delivery of IT infrastructure and systems-related projects.

Infrastructure & Systems Management

• Oversee network architecture, server environments, cloud platforms, and enterprise systems.
• Ensure scalability and optimisation of IT infrastructure to support business growth.
• Manage system upgrades, patching, and lifecycle planning.
• Drive standardisation of infrastructure across group entities.

Cybersecurity & Risk Management

• Strengthen IT security posture across systems, networks, and endpoints.
• Ensure compliance with security frameworks
• Implement monitoring, incident response, and vulnerability management processes.
• Collaborate with external security partners where required.

Vendor & System Integrator Management

• Manage relationships with IT vendors, managed service providers, and system integrators.
• Oversee delivery of outsourced services and ensure adherence to SLAs.
• Evaluate vendor performance and optimise cost-efficiency.
• Support procurement decisions for IT solutions and services.

Cross-Entity IT Governance

• Support the CTO in aligning IT operations across multiple group entities.
• Provide operational oversight and guidance for IT-related initiatives in affiliated businesses.
• Establish governance frameworks, policies, and standards across the group.
• Ensure consistency in tools, platforms, and operational processes.

Team Leadership & Capability Development

• Lead and mentor the existing IT team.
• Strengthen team capability, structure, and performance management.
• Foster a service-oriented and performance-driven culture.

Required Experience

• 10 to 12 years of experience in IT operations, infrastructure management, or enterprise IT environments.
• Proven experience managing networks, systems, and IT support functions.
• Experience within multi-entity organisations, holding groups, or complex environments is highly desirable.
• Prior exposure to vendor management and system integrators is essential.
• Strong understanding of enterprise IT infrastructure (networks, servers, cloud, endpoints).
• Experience implementing ITSM frameworks (e.g., ITIL).
• Knowledge of cybersecurity principles and frameworks.
• Ability to design and manage scalable IT operations.

Education & Certification

• Bachelor’s degree
• ITIL 4 Foundation / Managing Professional (Required)
• Cloud certification (Azure / AWS)
• Networking certification (CCNA or equivalent)
• Security or governance certifications (CISM, CISSP, COBIT)