Service Operations Manager

We are looking for an experienced Service Operations Manager to lead and optimize IT service operations for enterprise clients. This role is critical in ensuring high availability, reliability, and customer satisfaction across application and infrastructure services.

🔹 Key Responsibilities

• Act as the primary point of contact for clients and take ownership of end-user services
• Manage daily IT service operations aligned with business goals and SLAs
• Lead and coordinate L1–L3 support teams for incident, problem, and change management
• Ensure effective application of ITIL processes across operations
• Monitor service performance, minimize downtime, and drive operational excellence
• Collaborate with cross-functional teams to improve service processes
• Manage transition of new services into production and post-go-live support
• Prepare and present regular service performance and status reports to stakeholders.

🔹 Required Skills & Experience

• Bachelor’s degree in IT, Computer Science, or related field
• 5+ years of IT Service Operations experience (minimum 4 years in application management)
• Strong knowledge of ITIL, incident, problem, change, and release management
• Hands-on understanding of IT infrastructure, cloud technologies, and security
• Proven leadership, stakeholder management, and communication skills
• Strong analytical and problem-solving abilities

🔹 Certification

• ITIL Foundation or higher (Mandatory)