Senior Manager - IT Operations

About the role

The Senior Manager – IT Operations leads the live technology environment, ensuring that all IT infrastructure, networks, cloud services, enterprise applications and end‑user technology are available, reliable, secure and performant. Working closely with senior leaders across the organization, the role translates strategic technology plans into operational actions and continuous improvement initiatives.

Key responsibilities

• Develop and execute operational plans aligned with the approved IT strategy and roadmap.
• Lead daily operations of infrastructure, networks, cloud platforms, collaboration tools and end‑user services.
• Manage the service desk, incident, problem, change and release processes, ensuring timely resolution and root‑cause analysis.
• Monitor service availability, performance, capacity and quality, driving corrective actions when needed.
• Oversee cybersecurity controls, including endpoint protection, vulnerability remediation, access management and security monitoring.
• Maintain disaster‑recovery, backup, restoration and business‑continuity capabilities.
• Coordinate with vendors, telecom providers and outsourced partners, managing contracts and service levels.
• Ensure major technology changes are tested, approved, communicated, implemented and reviewed.

Required profile

• Proven senior leadership experience in managing complex IT operations.
• Strong ability to translate architecture standards into practical service‑management activities.
• Excellent problem‑solving mindset with a focus on reliability, security and efficiency.
• Experience working with cross‑functional business units and external technology providers.

Required skills

• IT infrastructure management
• Network administration
• Cloud services management
• Enterprise application oversight
• Service desk and incident management
• Change and release management
• Cybersecurity controls (endpoint protection, vulnerability remediation, access management, security monitoring)
• Disaster recovery and backup/restore processes
• IT asset and configuration management