IT Operations Manager

We are seeking a dynamic IT Service Operations Manager to oversee and drive the planning, management, and enhancement of corporate IT services for a mission-driven innovation unit operating at a national level. This role supports programme teams and internal stakeholders by delivering essential shared services such as hardware, software, and communications infrastructure.

• Oversee the delivery and continuous improvement of corporate IT services, including hardware, software, infrastructure, and user support.
• Manage IT operations such as asset tracking, onboarding/offboarding, service support, and procurement.
• Lead and develop internal and external IT teams, ensuring clear performance expectations and development.
• Establish and enforce IT policies, procedures, and security measures to ensure compliance, integrity, and service continuity.
• Ensure infrastructure stability, performance, and security across systems, networks, and applications.
• Monitor system performance, troubleshoot issues, and implement timely resolutions.
• Manage IT budgets, vendor contracts, and service agreements to support operational efficiency.
• Drive adoption of ITSM processes (e.g., Incident, Problem, Change Management).
• Lead disaster recovery and business continuity planning efforts.
• Support audits and ensure adherence to IT governance and compliance requirements.
• Stay current on emerging technologies and industry best practices to inform strategy and improvements.
• Collaborate with cross-functional teams to define technical requirements and deliver IT projects.

• Bachelor’s Degree in a relevant field
• 4-8 years of experience in IT operations and administration, including at least 2 years in a managerial capacity
• Demonstrated success managing both internal and external IT teams
• Strong understanding of IT service infrastructure and operational best practices
• Excellent interpersonal and stakeholder engagement skills, with a service-oriented mindset
• Strong critical thinking, decision-making, and communication skills
• Adaptable, resourceful, and capable of operating effectively in ambiguous environments
• Effective task and resource management abilities
• Experience in IT service delivery, process management, or service management frameworks
• Proven ability to handle multiple workstreams and meet deadlines reliably
• Organized and flexible, with the capacity to manage shifting priorities
• Proficiency in Microsoft Office and modern collaboration/planning tools