ITIL Operations Manager

Job Summary

We are seeking a seasoned ITIL Operations Manager to lead and manage IT service operations, ensuring seamless delivery and continuous improvement of IT services. The ideal candidate will be well-versed in Major Incident Management (MIM), and Incident, Problem, and Change Management, with strong expertise in IT Service Management (ITSM) platforms and monitoring tools.

Responsibilities

• Lead and oversee daily IT service operations ensuring adherence to ITIL frameworks.
• Manage Major Incident Management (MIM) processes to minimize service impacts.
• Implement and stabilize Incident, Problem, and Change Management practices.
• Collaborate with cross-functional teams to drive service improvement initiatives.
• Monitor service performance metrics and provide regular reporting.
• Ensure compliance with service level agreements (SLAs) and operational metrics.

Qualifications

• Bachelor's degree in Information Technology or a related field.
• Extensive experience in ITIL-based service operations management (8+ years).
• Strong understanding of ITSM platforms and incident management tools.
• Excellent problem-solving and analytical skills.
• Proven track record of managing IT service delivery processes.
• Strong communication and teamwork abilities.
• ITIL certification (v3 or v4) preferred.

Preferred Skills

• Experience with automation tools in incident and change management.
• Familiarity with cloud service management (AWS, Azure, etc.).
• Strong knowledge of cybersecurity principles.

Experience

• A minimum of 8 years of relevant experience in IT operations management or related roles.