TQUKE0820_5220 - Program Manager

We are seeking a highly skilled and experienced Operations Manager to lead our IT operations. The ideal candidate will have a strong background in IT Service Management (ITSM) and IT Infrastructure Library (ITIL) frameworks, with extensive experience in cloud operations and service delivery. This role requires a visionary leader who can optimize our operational processes, ensure service excellence, and drive continuous improvement within a dynamic technology environment.

Responsibilities:

Operational Leadership:

· Lead, mentor, and manage a team of IT operations professionals, fostering a culture of high performance, collaboration, and continuous learning.

· Oversee the daily operations of all IT infrastructure, applications, and services, ensuring high availability, performance, and security.

· Develop and implement operational strategies aligned with organizational goals, focusing on efficiency, scalability, and cost-effectiveness.

IT Service Management (ITSM) & ITIL:

· Champion the adoption and adherence to ITIL best practices across all operational processes, including incident management, problem management, change management, release management, and service request fulfillment.

· Define, implement, and monitor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure service delivery targets are met or exceeded.

· Drive continuous service improvement initiatives based on performance metrics, customer feedback, and industry best practices.

Cloud Operations:

· Manage and optimize operations within cloud environments (e.g., AWS, Azure, GCP), including infrastructure provisioning, monitoring, cost management, and security.

· Develop and implement strategies for cloud resource optimization, automation, and disaster recovery.

· Stay abreast of emerging cloud technologies and trends to ensure our cloud operations remain cutting-edge and efficient.

Service Management:

· Ensure the seamless delivery of IT services to internal and external stakeholders, focusing on user satisfaction and business continuity.

· Develop and maintain strong relationships with key stakeholders, including business leaders, vendors, and customers.

· Implement robust monitoring and reporting mechanisms to track service performance and identify areas for improvement.

Process Improvement & Automation:

· Identify opportunities for process automation and optimization to enhance operational efficiency and reduce manual effort.

· Implement and manage operational tools and technologies to streamline workflows and improve data visibility.

· Drive the adoption of lean principles within IT operations.

· Risk Management & Compliance:

· Identify and mitigate operational risks, ensuring compliance with relevant industry standards and regulatory requirements.

· Develop and maintain comprehensive disaster recovery and business continuity plans.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.

Experience:

· 10+ years of progressive experience in IT operations, with at least 5 years in a leadership or management role.

· Demonstrable experience with large-scale IT environments, including on-premise, hybrid, and cloud infrastructures.

Technical Skills:

· Strong expertise in ITIL and ITSM frameworks (ITIL v3 or v4 certification highly preferred).

· Extensive experience with Cloud Operations (AWS, Azure, or GCP certifications are a plus).

· Proficiency in service management platforms (e.g., ServiceNow, Jira Service Management).

· Solid understanding of networking, cybersecurity principles, and data center operations.

· Experience with scripting and automation tools (e.g., Python, PowerShell, Ansible) is a plus.

Soft Skills:

· Exceptional leadership, communication, and interpersonal skills.

· Proven ability to manage multiple priorities in a fast-paced environment.

· Strong analytical and problem-solving abilities.

· Demonstrated commitment to continuous learning and professional development