Lead and continuously improve all IT operations capabilities, including:
Help Desk (Level 1 & 2)
IT Service Management (ITIL-aligned)
Network Services
IT Infrastructure & End User Computing
Information Security & operational risk controls
Build a high-performing, service-focused team and culture with clear accountability.
Ensure robust coverage for operationally critical environments, including shift-based or call-centre aligned support needs.
Partner with Operations leadership to understand workflows and ensure IT service models enable performance and customer experience.
Develop and execute an IT operations strategy focused on consolidation, standardisation, and scalable service models.

Requirements

10+ years in IT Operations / Technology Operations leadership roles spanning multiple domains.
Proven experience leading service delivery teams in operationally critical environments, ideally including call-centre/contact-centre settings.
Strong experience across:
IT Service Management (ITIL-based)
Infrastructure & End User Computing
Network Operations
Security operations and governance
Vendor and contract management
Demonstrated success driving transformation: consolidation, scalability, cost efficiencies, and service quality improvements.
Strong leadership presence with the ability to operate autonomously, influence stakeholders, and work cross-functionally.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

IT OperationsIT Service ManagementITILNetwork ServicesIT InfrastructureEnd User ComputingInformation SecurityOperational Risk ControlsVendor ManagementContract Management

Soft skills

LeadershipTeam BuildingAccountabilityStakeholder InfluenceCross-Functional CollaborationService FocusAutonomyTransformation ManagementCustomer Experience ImprovementOperational Efficiency