IT Infrastructure Service Operations Manager

Role Purpose

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 proactive service delivery for clients across all channels (human, digital, automated).

· Govern incident, problem, and change processes; ensure compliance and best practices.

· Conduct daily/weekly servicere views, 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 authority for 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 clients for 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 security baselines, audit requirements, and data protection standards.

· Collaborate with security teams on vulnerability remediation, compliance reporting, and risk mitigation.

· Maintain risk registers and ensure corrective/preventive actions are documented and executed.

· Validate license compliance, change approvals, and technology governance policies.

G. Reporting &Operational Analytics

· Prepare daily/weekly/monthly service 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 virtualization platforms (Nutanix, VMware, Hyper-V).

· Experience with enterprise observability and monitoring tools (Solarwinds, Logic Monitor, ElasticSearch, Kibana, Grafana).

· Strong understanding of ITIL processes and enterprise infrastructure operations.

Leadership & ManagementSkills

· 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 and analytical mindset.

· Ability to work under pressure and lead teams during critical incidents.

· Customer-focused orientation with a continuous improvement mindset.

· High level of accountability, ownership, and decision-making capability.