ITSM Operations Manager

The ITSM Operations Manager leads a team of ITSM Analysts and is responsible for ensuring the smooth operation of the Enterprise, providing strong operational guardrails that protect service availability, manage risk, and enable the organisation to operate with confidence.

Requirements

• Lead and coach a team of 6 x ITSM Analysts
• Set and run the ITSM operating rhythm
• Own the annual Enterprise Resilience / DR test plan
• Review Supplier Risk Assessments (SRAs)
• Identify resilience gaps and drive structured uplift initiatives
• Ensure rapid, structured response to incidents and major incidents
• Drive proactive identification of recurring incidents, failure patterns, and systemic risks
• Oversee change governance quality
• Ensure accurate, actionable SLAs/KPIs and service dashboards
• Build and maintain effective stakeholder relationships and manage multi-sourced service delivery with partners and vendors

Benefits

• Flexible working environment
• Great compensation