IT Service Operations Manager

The Manager IT Service Operations owns the operational backbone of the Infrastructure Cybersecurity function. This role leads service desk operations, incident management, change management, monitoring, and field support across the organisation. It is a hands‑on leadership role focused on professionalising operations, embedding ITIL discipline, and bringing measurable improvement to how the business experiences IT.

Key Responsibilities

• IT Service Management
  • Own the end‑to‑end ITSM framework ensuring consistent service delivery across all locations.
  • Establish a clear L1/L2 service model with structured ticket routing.
  • Drive continual service improvement using data, metrics, and feedback loops.
• Incident Management
  • Own the Major Incident Management process with formal escalation paths, named incident commanders, bridge protocols, and structured executive communications.
  • Ensure mandatory Root Cause Ana...