IT Operations Lead

Our client a leading MNC is looking for an IT Operations Lead/Manager. This person will own the day-to-day IT operations delivery, safeguarding SLAs across IT incidents, problems and changes with a user focused mindset.

Responsibilities

• Oversee daily IT operations to ensure SLA compliance across incidents, problems, and changes with a strong customer-first approach.
• Implement and refine departmental processes and KPIs to enhance speed, quality, security, and cost efficiency.
• Lead the Change Approval Board (CAB), evaluating risks, approving changes, and ensuring smooth implementation with clear communication and rollback strategies.
• Generate and present actionable performance reports, using insights to drive improvements and mitigate risks.
• Conduct post-incident reviews for major issues, ensuring remediation, prevention, and measurable learning outcomes.
• Integrate vendor and asset lifecycle management into service processes for availability, compliance, and cost control.

Required Experience & Skills

• 8+ years of overall experience with 3+ years leading IT Operations teams with measurable service improvements and process enforcement.
• Strong background in Incident, Problem, and Change Management, including CAB leadership.
• Proven ability to coach and develop team members through structured feedback and growth plans.
• Expertise in automation (Power Automate or similar), operational dashboards (Grafana), and proactive monitoring.
• Excellent communication skills in English; calm and clear under pressure.
• Customer-focused mindset with a drive for continuous improvement and data-driven decisions.
• Experience in vendor management, SLA governance, and cost optimization.

Desirable:

• ITIL knowledge/certification.
• Experience with endpoint/asset management tools (e.g., Intune, Desktop Central).
• Security awareness (identity, access, compliance).
• Microsoft 365 administration skills.