Subject Matter Expert (Support&Ops)

Job Summary

Technical Operations Manager – Resume Profile

Result-driven Technical Operations Manager with proven expertise in leading end-to-end IT operations, service delivery, and enterprise infrastructure environments across global accounts. Strong track record in driving SLA adherence, ensuring high system availability, and delivering operational excellence through structured governance and continuous improvement.

Experienced in ITIL-based service management (Incident, Problem, Change), including major incident handling and root cause analysis, enabling reduced downtime and improved service stability. Deep understanding of network, data centre, cloud, security, and digital workplace operations, with a focus on performance optimization and automation.

A trusted leader in client and stakeholder management, serving as a key interface for governance, escalations, and service reviews. Proven ability to lead distributed teams, optimize resource utilization, and drive cost-efficiency and transformation initiatives.

Key Responsibilities

. Service Delivery & Operations Management

• Ensure seamless delivery of IT services aligned with SLA/KPI commitments

• Oversee daily operations across Infrastructure, Data Centre, Network, Security, and Digital Workplace (DWP)

• Monitor system performance, availability, and incident resolution effectiveness

2. Client & Stakeholder Management

• Act as the primary interface for client operational governance

• Manage client expectations through regular service reviews and reporting

• Communicate service performance, risks, and improvement plans

• Build and maintain strong relationships with business and IT stakeholders

3. Operational Excellence & Continuous Improvement

• Track and govern key metrics including:

• SLA adherence

• Incident volumes

• MTTR (Mean Time to Resolve)

4) Identify improvement opportunities and drive automation initiatives

• Implement best practices to enhance service reliability and cost optimization

• Lead process standardization and governance frameworks

5) Governance & Compliance

Ensure adherence to:

• Security policies

• Compliance standards

• Audit and contractual requirements

• Maintain audit-ready documentation, SOPs, and runbooks

6) Governance, Audit & Compliance Leadership

• Lead governance through weekly, monthly, and quarterly reviews

• Ensure compliance with incident reporting guidelines, MSAs, and audit controls

• Maintain comprehensive service evidence and documentation for audits

7) Service Improvement & Stability

• Drive Service Improvement Plans (SIP) to reduce outages and MTTR

• Enhance service stability through proactive monitoring and automation

• Support peak readiness and continuous improvement initiatives

Skill Requirements

Key Experience & Skills

Strong expertise in ITIL Service Management (Incident, Problem, Change)

• Proven experience in managing large-scale IT operations and delivery

• Hands-on leadership of major incident management in critical environments

• Excellent stakeholder communication and crisis management skills

• Experience in global delivery / managed services (MSP) environments

• Strong focus on operational governance, service stability, and continuous improvement

• 12–20 years of experience in IT operations and service delivery

Experience in:

• Managed services / enterprise environments

• Large-scale operations and transformation programs

• Retail / distribution / global enterprise service delivery (if applicable

Other Requirements

Core Responsibilities Summary

• Run and govern daily IT operations

• Ensure SLA-driven service delivery and performance adherence

• Lead cross-functional teams and manage customer engagement

• Drive automation, efficiency, and transformation initiatives

• Handle major incidents and critical escalations (P1/P2)