IT Infrastructure Service Operations Manager

The IT Infrastructure Service Operations Manager is responsible for end-to-end delivery and operational excellence of enterprise infrastructure services. The role oversees multi-tower operations, ensures ITIL-aligned service management, leads major incident response, and drives continuous service improvement across client environments.

Key Responsibilities

• Own end-to-end infrastructure service delivery across network, cloud, servers, storage, EUC, and service desk
• Ensure SLA, KPI, and contractual compliance using ITIL best practices
• Govern incident, problem, and change management, including Major Incident leadership and RCA
• Lead 24x7 operations, escalation management, and service reviews
• Provide technical governance across infrastructure domains
• Drive service improvement, automation, and operational efficiency
• Manage vendors, partners, and operations teams
• Deliver clear operational reporting, risk management, and service insights

Core Skills & Experience

• Strong experience in enterprise IT infrastructure operations
• Proven leadership across multi-tower managed services environments
• Solid knowledge of ITIL service management processes
• Experience with virtualization platforms (VMware, Nutanix, Hyper-V)
• Familiarity with monitoring / observability tools (Grafana, Elastic, Kibana)
• Strong stakeholder, escalation, and people management skills
• Ability to lead teams during high-severity incidents

Qualifications

• Bachelor’s degree in IT or related field
• ITIL certification preferred

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