The Senior Manager – IT Services leads and transforms IT support functions across end-user services, infrastructure, cloud, and security. This role focuses on delivering modern, data-driven, and user-centric IT services through automation, innovation, and operational excellence. The ideal candidate is a strategic leader with a strong background in IT operations, passionate about driving service quality and continuous improvement in a global environment.

Key Responsibilities

• Lead, mentor, and develop a team of IT Managers across end-user support, infrastructure, cloud, and security, ensuring alignment with business and IT goals.
• Define and execute a global IT services strategy ensuring consistent, high-quality support.
• Cultivate a culture of innovation, accountability, and continuous improvement, enabling team managers to develop their teams effectively.
• Establish clear career progression and skills development programs to build team capability.
• Champion a proactive, user-first service approach aligned with business needs.
• Monitor and improve SLA compliance, first-contact resolution, and customer satisfaction, ensuring service excellence.
• Drive self-service tools and automation solutions to boost service efficiency.
• Implement ITIL-based best practices for standardization and process optimization.
• Define and track KPIs and service performance metrics and use data to drive performance and improvement.
• Establish robust reporting frameworks for visibility into service trends, team productivity, and support effectiveness.
• Lead problem management initiatives, identifying root causes of recurring issues and driving permanent fixes.
• Implement scalable support models that enhance service delivery, including remote, hybrid, and on-site support strategies.
• Identify and implement emerging technologies to automate and streamline IT services.
• Ensure IT functions remain agile and adaptable, continuously improving workflow efficiencies and service delivery models.
• Manage internal knowledge bases to improve resolution times and service quality.
• Partner with IT leadership and business stakeholders to ensure IT services align with broader organizational objectives.
• Serve as the key escalation point escalation point for high-impact IT issues.
• Partner with IT security, infrastructure, and application teams for a seamless IT experience.
• Position IT as a business enabler through measurable service outcomes.
  
  

Qualifications

• Bachelor’s / Master’s degree in Information Technology, Computer Science, or a related field.
• At least 12 years of experience leading IT operations across end-user services, infrastructure, cloud, and security, with a proven track record of transformation.
• Minimum of 5 years in a leadership role, with experience managing stakeholders in a global organization.
• Knowledge of enterprise IT infrastructure, cloud platforms, networking, security frameworks, and automation technologies.
• Proven experience in managing IT operations, and complex IT projects.
• Excellent leadership, communication, and stakeholder management skills.
• Certifications such as ITIL, PMP, CISSP, AWS/Azure Solutions Architect are a plus.
• Strategic thinking and problem-solving skills.
• Experience with IT service management tools.
• Experience working in a global enterprise software organization.
• Proven track record of driving operational efficiencies through automation and process optimization.
• Experience in leading change management initiatives, particularly in the context of IT operations and service delivery.
• Experience with SOC 2 compliance and ISO standards is an added advantage.
• Expertise in IT service operations, incident management, and SLA adherence.
• Focus on people development and coaching.
• Strong strategic thinking, stakeholder management and problem-solving skills.