Senior Manager: Operational Transformation and Optimization

Senior Manager: Operational Transformation and Optimization (Level 3)

Work Location: Hybrid

Role Overview The Senior Manager: Operational Transformation and Optimization Service Owner is responsible for leading the transformation of IT operations, establishing robust processes and tools, and aligning the team with ITIL best practices. This role aims to deliver excellent customer experience by ensuring seamless IT operations and driving continuous improvement. It also supports our strategic goals for profitable growth and improved operational performance. We are seeking passionate candidates committed to driving financial inclusion and operational excellence.

Key Responsibilities

• Lead the transformation of IT operations, ensuring alignment with ITIL best practices.
  
• Establish and manage robust processes and tools to enhance IT operations.
  
• Drive continuous improvement initiatives to ensure seamless IT operations.
  
• Collaborate across departments to ensure successful implementation of IT operations strategies.
  
• Oversee hiring and alignment of team members to support IT operations transformation.
  
• Develop and maintain KPIs to measure the effectiveness of IT operations transformation and automation.
  
• Ensure excellent customer experience by maintaining high standards of IT service delivery.
  
• Establish day-to-day governance and reporting mechanisms for IT operations transformation.
  
• Oversee organizational scaleup and hiring.
  
• Manage escalation processes to address and resolve operational issues promptly.
  
• Own and track financial expenditures.
  

Requirements

Required Experience and Skills

• Minimum 15+ years of experience in IT Service Operations and/or Support functions
  
• Minimum 10+ years of experience in technology covering Fintech, Financial Services, Insurance, or Banking
  
• Minimum 5+ years of experience scaling up organizations and driving change
  
• Strong leadership and team management skills
  
• Excellent knowledge of ITIL best practices and their application in IT operations
  
• Strong analytical, problem-solving, and project management skills
  
• Excellent communication and collaboration skills
  
• Customer-focused mindset with a commitment to delivering excellent service
  

Education and Certifications

• 4-year Information Science / Information Technology / Computer Science / Engineering (or related) degree
  
• MBA with focus on IT Service Delivery
  
• ITIL Certification — Foundation or Expert v3 / Managing Professional / Master (preferred)
  
• Lean Six Sigma (Green Belt or Black Belt)
  
• COBIT Certification
  
• PRINCE2 / PMP Practitioner
  
• TOGAF® Certification
  
• CGEIT (Certified in the Governance of Enterprise IT)
  

Benefits

Benefits of Working With Us

• Diverse Client Exposure across enterprise and high-growth organizations
  
• High-impact AI and data transformation projects
  
• Continuous learning and leadership development
  
• Flexible work arrangements
  
• Consulting-driven, collaborative environment
  
• Competitive compensation
  
• Strong focus on work-life balance
  
• Inclusive, merit-based culture