It Operations Manager

Job Description

Role Overview: As a Project Operations Lead L1, you will be responsible for overseeing IT operations management with a strong focus on resource management, team building, process streamlining, internal training, customer support, and ticketing. You will manage large domestic accounts, ensuring client satisfaction and operational efficiency. You will also be responsible for SLA management and reporting. Key Responsibilities: Lead and manage IT operations to ensure the delivery of high-quality services. Oversee the planning, implementation, and tracking of specific short-term and long-term projects. Manage large domestic / overseas BU, ensuring client satisfaction and successful project delivery. Develop and maintain strong relationships with clients, understanding their needs and providing tailored solutions. Ensure compliance with company policies, procedures, and standards. Monitor and report on project progress, identifying and addressing any issues or risks. Provide leadership and guidance to the IT operations team, fostering a collaborative and high-performance culture. Manage Service Level Agreements (SLAs) to ensure service delivery meets or exceeds client expectations. Create and maintain detailed reports and dashboards to track project performance and operational metrics. Focus on resource management, ensuring optimal allocation and utilization of resources. Build and develop high-performing teams through effective recruitment, training, and development programs. Streamline processes to improve efficiency and effectiveness. Conduct internal training sessions to enhance team skills and knowledge. Provide exceptional customer support and manage ticketing systems to resolve issues promptly. Qualifications: Minimum of 8 years of corporate experience in IT operations management. Proven experience in handling large domestic accounts. Strong understanding of IT operations, project management, and service delivery. Excellent problem-solving skills and the ability to work in a fast-paced environment. Strong communication and interpersonal skills to effectively interact with clients and team members. Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred). Preferred Skills: Experience with ITIL and other IT service management frameworks. Knowledge of resource management tools and techniques. Familiarity with Agile and Scrum methodologies. Strong leadership and team management skills.