IT Infrastructure Service Operations Manager

The IT Infrastructure Service Operations Manager is responsible for ensuring end-to-end operational excellence across all infrastructure services, driving service delivery to clients, managing operations teams, and enforcing ITIL-aligned processes. This role provides technical governance, leads major incident response, ensures compliance, and continuously improves operational efficiency through automation, analytics, and process maturity. Key Responsibilities A. Service Delivery Oversight ·       Ensure end-to-end delivery of IT infrastructure services across network, cloud, server, storage, workplace/EUC, and service desk towers. ·       Maintain service levels, KPIs, and contractual commitments with strong adherence to ITIL standards. ·       Monitor and drive proactiveservice delivery for clients across all channels (human, digital, automated). ·       Govern incident, problem, and change processes; ensure compliance and best practices. ·       Conduct daily/weekly service reviews, operational performance checks, and escalation management. ·       Oversee shift operations ensuring 24x7 coverage and smooth handovers between teams. B. Technical Governance& Operations ·       Act as a technical authorityfor all infrastructure domains, guiding SMEs and engineering teams. ·       Review monitoring/alerting frameworks and drive proactive issue detection. ·       Oversee patching, upgrades, capacity planning, and infrastructure health checks. ·       Lead RCA for major incidents and establish preventive action plans. ·       Govern risk assessments, change implementation quality, and rollback strategies. ·       Ensure architecture documentation, runbooks, and SOPs are maintained and current. ·       Support operational readiness and steady-state transitions after onboarding new services. C. Client Engagement &Stakeholder Management ·       Engage directly with clientsfor technical operations and routine service reviews. ·       Present performance reports, incident summaries, SLA compliance, risks, and improvement actions. ·       Maintain accurate client information repositories, operational manuals, and requirement documentation. ·       Coordinate with client delivery teams to drive proactive incident management and service improvements. D. People & Vendor Management ·       Lead, mentor, and coach L1–L3engineers, shift leads, and service desk managers. ·       Define roles, responsibilities, and performance KPIs for operations staff. ·       Manage third-party vendors, OEM partners, and ensure SLA & contract adherence. ·       Review training needs and drive upskilling programs across technical domains. ·       Foster a culture of accountability, innovation, collaboration, and continuous improvement. E. Continuous Service Improvement (CSI) ·       Identify and execute automation, orchestration, and optimization opportunities. ·       Feed CSI priorities into automation and engineering teams for implementation. ·       Evaluate service trends to reduce recurring incidents and improve MTTR/MTTI. ·       Promote knowledge management practices and lessons-learned programs. ·       Lead operational improvement initiatives post-transition or technology rollout. F. Compliance, Security& Risk Management ·       Ensure adherence to securitybaselines, audit requirements, and data protection standards. ·       Collaborate with security teamson vulnerability remediation, compliance reporting, and risk mitigation. ·       Maintain risk registers andensure corrective/preventive actions are documented and executed. ·       Validate license compliance,change approvals, and technology governance policies. G. Reporting &Operational Analytics ·       Prepare daily/weekly/monthlyservice dashboards and operational performance reports. ·       Analyze service metrics,operational data, and trends to identify issues and improvement opportunities. ·       Support governance forums,internal/external audits, and client satisfaction programs. Required Skills &Experience Technical Skills ·       Strong domain experience across: o Network, Unix, Cloud, DataCenter, Security, Collaboration/UC, and Workplace technologies. ·       Experience in virtualizationplatforms (Nutanix, VMware, Hyper-V). ·       Experience with enterprise observabilityand monitoring tools (Solarwinds, Logic Monitor, ElasticSearch, Kibana,Grafana). ·       Strong understanding of ITIL processes and enterprise infrastructure operations. Leadership & Management Skills ·       Advanced experience coaching and mentoring engineering teams. ·       Demonstrated success driving continual service improvement and automation-led transformation. ·       Proven track record in organizational change management and multi-tower operational leadership. ·       Strong communication, stakeholder management, and conflict-resolution ability. Key Attributes ·       Strong problem-solving andanalytical mindset. ·       Ability to work under pressureand lead teams during critical incidents. ·       Customer-focused orientationwith a continuous improvement mindset. ·       High level of accountability,ownership, and decision-making capability.