Senior Manager, IT Service Operations

📋 Description

• Run and improve incident, major incident, change and problem management across IT, with clear
• Lead critical incident response, coordinate resolver teams, document timelines and follow through
• Establish practical change assessment and approval controls, emergency change handling
• Maintain knowledge, procedures, and auditable evidence for service operations; partner with
• Act as a Change and Problem Manager for IT changes.
• Own the service-management side of the CMDB, including data quality, ownership, relationships, and

🎯 Requirements

• 8+ years in IT operations or service management, including 4+ years leading technical service
• Hands-on command of incident, major incident, change, and problem practices, preferably in a global
• Experience with an ITSM platform, service reporting, operational controls, knowledge management
• Practical experience improving CMDB accuracy and working with monitoring, event management or
• Experience leading teams or cross-functional operational groups across regions, including
• Sound judgment, clear written communication and the ability to balance service restoration, change