Senior Manager – IT Operations

About the role

The Senior Manager of IT Operations leads the organization’s live technology environment, ensuring that infrastructure, networks, cloud services, applications and end‑user technology are reliable, secure and aligned with business goals.

Key responsibilities

• Develop and execute IT operational plans that support the overall IT strategy and roadmap.
• Lead the delivery of infrastructure, network, cloud, application and end‑user services, overseeing service desk, incident, change and release management.
• Monitor performance, availability, capacity and service quality, and drive continuous improvement.
• Manage maintenance, upgrades, backups, cybersecurity measures and disaster‑recovery processes.
• Oversee vendor, license, telecom and outsourced‑service relationships and maintain accurate IT asset documentation.
• Ensure compliance with architecture, cybersecurity, data‑protection and regulatory requirements, and report on SLAs, incidents and risk.
• Collaborate with business units, IT strategy, Digital & Innovation, Solutions & Partnerships and GRC teams to address technology needs.
• Lead, coach and develop the IT Operations team, setting objectives and fostering a culture of accountability and customer service.

Required profile

• Bachelor’s degree in IT, Computer Science, Computer Engineering or related field (Master’s/MBA preferred).
• Professional certifications such as ITIL, PMP, COBIT, CISSP, CISM or TOGAF are a plus.
• 10+ years of progressive IT experience, with at least 5 years in a senior management or leadership role.
• Proven experience managing complex, high‑availability technology environments and leading transformation, cybersecurity and infrastructure modernization initiatives.

Required skills