Service Operation Manager

Job Description

Qualifications

• Possess comprehensive knowledge of IT service management frameworks like ITIL, COBIT, SIAM, and ISO 20000.
• Command a deep understanding of the Information Technology Infrastructure Library (ITIL) framework and IT service delivery procedures.
• Exhibit a strong grasp of incident, problem, change, and release management processes.
• Familiarity with IT service monitoring and management tools is essential.
• Showcase exceptional project management abilities, enabling efficient task prioritization and execution in dynamic environments.
• Acquire experience in various software development approaches, including Waterfall, Scrum, and Agile.
• Demonstrate proficiency in IT infrastructure components, Application Management, encompassing networking, cloud technologies, and security principles.
• Develop expertise in vendor management practices, including vendor evaluation processes.

Skills

• Demonstrate leadership capabilities to inspire and guide teams towards shared objectives.
• Exhibit excellent written and verbal communication skills to facilitate effective collaboration and stakeholder management.
• Apply analytical thinking to evaluate data, trends, and metrics, enabling well-informed decision-making.
• Possess a strong problem-solving aptitude, particularly in troubleshooting complex technical issues.
• Proficiently manage projects, encompassing planning, execution, and simultaneous tracking of multiple initiatives.
• Collaborate seamlessly with cross-functional teams, engaging with developers, quality assurance, and other stakeholders to achieve common goals.
• Skillfully create and maintain various types of documentation, including risk management, service availability, operations manuals, service improvement plans, and best practices.

Experience

• Bachelor’s degree in computer science, Information Technology, or a related field.
• A minimum of 10 years of experience in IT service operations or a related field, 4 years of which application management and operations
• Proven track record of managing teams and overseeing IT service delivery.
• Experience with process improvement and optimization initiatives.
• Familiarity with managing vendor relationships and contracts.
• Excellent problem-solving skills and the ability to analyze complex technical challenges.
• Effective communication skills to interact with both technical and non-technical stakeholders.
• ITIL Foundation or higher certification is a must.
• PMP (Project Management Professional) certification is preferred.
• Agile/Scrum certification (e.g., Certified ScrumMaster) is preferred.
• COBIT Foundation Certification or higher is preferred.
• ISO 20K Consultant or Lead Auditing Certification is preferred.
• Service Integration and Management (SIAM) framework to manage multiple service providers and integrate their services into a cohesive IT service for an organization is preferred.