IT Operations Service Manager

The IT Service Operations Manager is responsible for end-to-end service delivery and performance across Digital Operations within a 24x7 Global Delivery Center (GDC). The role ensures stable, reliable, and high-quality service delivery across L1 Monitoring, Network, Security, Cloud, and Server teams, with a strong focus on execution, team leadership, and customer outcomes.

· Own and manage day-to-day service delivery across L1, L2, and Specialist teams.

· Ensure adherence to SLAs, OLAs, and customer commitments.

· Act as escalation point for high-priority incidents.

· Drive service stability, availability, and performance.

· Monitor service health, workload, and queue management.

· Ensure seamless 24x7 service continuity

Service Delivery & Operational Execution

· Ensure timely resolution of incidents and service requests

· Maintain backlog and queue health

· Drive adherence to runbooks and procedures

· Collaborate with engineering teams for resolution

· Support onboarding of new services into operations

People Management & Team Leadership

· Lead and manage Team Leads and operational teams

· Drive performance through coaching and feedback

· Manage staffing, rostering, and capacity planning

· Ensure skill coverage across shifts

· Build a high-performance and accountable team culture

Customer & Stakeholder Management

· Act as key contact for service delivery interactions.

· Participate in service reviews and provide updates.

· Handle escalations and ensure timely communication.

· Collaborate with internal stakeholders.

Operational Excellence & Continuous Improvement

· Drive service delivery improvements.

· Enhance service quality and reduce downtime

· Support automation initiatives.

· Implement lessons learned from incidents

Key Success Measures (Outcomes)

· Achievement of SLA targets

· Improved service availability

· Efficient incident resolution

· Reduced customer escalations

· High team performance and engagement

Key Skills & Qualifications

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