Technical Service Delivery Manager

Job Summary:

An IT Operations Manager is responsible for overseeing the daily operations of an organization's IT infrastructure and ensuring the stability, security, and performance of the IT systems and services. This includes managing IT teams, ensuring operational efficiency, handling IT service delivery, optimizing system performance, and ensuring alignment with business goals. The role also requires collaboration with other departments, vendor management, and proactive problem-solving to ensure minimal downtime and maximum system uptime.

Key Responsibilities:

• Manage IT Infrastructure: Oversee the operational aspects of the organization's GCC, GCC Hybrid Cloud (AWS, Azure) Environment for multiple projects. Ensure systems are reliable, secure, and scalable.

• Lead IT Team: Supervise, motivate, and provide leadership to the IT team. Ensure that tasks are completed efficiently and on time, provide coaching and training, and monitor performance.

• Monitor System Performance: Continuously monitor IT infrastructure to detect, resolve, and prevent potential issues before they affect system performance or business continuity.

• Ensure IT Security: Oversee the implementation and enforcement of IT security protocols to protect against cyber threats and ensure data privacy and integrity.

• Incident and Problem Management: Address IT incidents, ensuring timely resolution while minimizing business disruption. Perform root cause analysis for recurring problems and implement solutions to prevent them.

• Collaborate Across Teams: Work closely with other departments to understand their IT needs, align IT systems with business goals, and implement technology solutions that support business growth.

• Optimize Processes: Identify opportunities to optimize IT processes and workflows, enhance system reliability, and ensure cost-effective use of resources.

Required Experience:

• Education: o A Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field is required. A Master’s degree is a plus.

• Work Experience:

o 12 years of experience in IT operations, systems management, or IT service management.

o 5 years in a leadership or managerial role, overseeing teams of IT professionals.

o Proven track record of managing large-scale IT infrastructure, networks, and enterprise-level software systems.

o Experience with ITIL (Information Technology Infrastructure Library) processes, particularly in incident, problem, and change management, is highly beneficial.

o Demonstrated experience in vendor management and managing IT budgets.

• Technical Skills:

o Deep knowledge of network management, cloud computing, and enterprise software solutions,

o Good to have AWS certification

o Familiarity with database management systems (e.g., SQL Server, Oracle) and IT security protocols (firewalls, encryption, VPNs).

o Proficiency in monitoring tools (e.g., Cloud watch, SNS and azure monitor monitoring software)