General Manager, IT Service Operations

Requirements:

• University degree in Information Technology, Computer Science, Engineering, or a related discipline.
  

• 10–15 years of experience in IT Operations, with at least 3-5 years in a senior leadership role.
  

• Proven experience managing Service Desk, Service Monitoring Center operations and ITIL-based operations in large-scale or enterprise environments.
  

• Must have ITIL v4 Certification.
  

• Hands-on experience in handling major incidents, root cause analysis, and 24x7 IT support functions.
  

• Strong understanding of infrastructure monitoring, escalation protocols, and incident command structures.
  

• Excellent skills in communication, decision-making, and influencing at executive levels.
  

• Experience managing geographically distributed teams.
  

• PMP / PRINCE2 Certification is a plus.
  

• Exposure to cloud-based operations (AWS, Azure) and DevOps practices is advantageous.
  

• Strong understanding of IT infrastructure components including hardware, databases, operating systems, LANs, WANs and transaction processing systems.
  

• Lead and oversee the day-to-day operations of the Service Monitoring Center (SMC), Service Desk, Incident & Problem Management functions within a 24x7 enterprise environment.
  

• Serve as the key escalation contact and principal decision-maker for Major Incidents, driving resolution efforts and coordinating communication to various stakeholders.
  

• Enhance and enforce ITIL-based processes for Event, Incident, Problem & Continual Improvement, and Service Request Management across all IT operational teams.
  

• Manage and mature Service Desk operations to achieve/exceed first-contact resolution, customer satisfaction and SLA adherence targets.
  

• Develop Service Monitoring strategies for end-to-end real-time service, system & infrastructure monitoring, proactive issue detection, and incident escalation.
  

• Lead Post-Incident Reviews (PIRs), drive follow-ups for permanent fixes, preventive actions and address incident recurrences.
  

• Monitor and report on service KPIs, SLAs, and operational performance metrics to IT leadership and business stakeholders.
  

• Drive process automation and continual service improvement (CSI) initiatives across all operational towers.
  

• Ensure compliance with internal controls, security policies, and regulatory standards across operations.
  

• Collaborate with cross-functional teams, and external partners to improve service resilience and operational capabilities.
  

• Provide coaching and direction to a team of operational managers and technical staff to build a high-performing operations organization.
  

• Oversee staff performance, recruitment, development, and support efforts to retain effective teams.