IT Service Operations Manager 24/7
Core
Senior operational leader in the IT Command Centre accountable for real-time health, stability, and performance of technology services during 24/7 shifts.
Role type
Senior IC IT Service Operations Manager (24/7)
Builds
Real-time operational stability and rapid incident resolution for retail technology services
Domain
Retail IT Operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Major Incident Management, ITIL 4 practices, supplier management, shift leadership, change oversight, monitoring tool proficiency
Preferred skills
Experience with ServiceNow ITOM, high-pressure decision-making, process improvement
Technologies
Dynatrace, Splunk, Grafana, ServiceNow ITOM, ServiceNow
Responsibilities
Lead the IT Command Centre team on shift, manage major incidents and escalations, oversee monitoring tools and event management, supervise supplier performance during shifts, provide shift oversight of in-flight changes and releases, ensure clear stakeholder communication and handovers
Seniority
Senior, hands-on IC
