IT Infrastructure Service Operations Manager

Role Purpose

The IT Infrastructure Service Operations Manager is responsible for ensuring end-to-end operational excellence across all infrastructure services, driving service delivery to clients, managing operations teams, and enforcing ITIL-aligned processes. This role provides technical governance, leads major incident response, ensures compliance, and continuously improves operational efficiency through automation, analytics, and process maturity.

Key Responsibilities

A. Service Delivery Oversight

·        Ensure end-to-end delivery of IT infrastructure services across network, cloud, server, storage, workplace/EUC, and service desk towers.

·        Maintain service levels, KPIs, and contractual commitments with strong adherence to ITIL standards.

·        Monitor and drive proactive service delivery for clients across all channels (human, digital, automated).

·        Govern incident, problem, and change processes; ensure compliance and best practices.

·        Conduct daily/weekly servicere views, operational performance checks, and escalation management.

·        Oversee shift operations ensuring 24x7 coverage and smooth handovers between teams.

B. Technical Governance& Operations

·        Act as a technical authority for all infrastructure domains, guiding SMEs and engineering teams.

·        Review monitoring/alerting frameworks and drive proactive issue detection.

·        Oversee patching, upgrades, capacity planning, and infrastructure health checks.

·        Lead RCA for major incidents and establish preventive action plans.

·        Govern risk assessments, change implementation quality, and rollback strategies.

·        Ensure architecture documentation, runbooks, and SOPs are maintained and current.

·        Support operational readiness and steady-state transitions after onboarding new services.

C. Client Engagement &Stakeholder Management

·        Engage directly with clients for technical operations and routine service reviews.

·        Present performance reports, incident summaries, SLA compliance, risks, and improvement actions.

·        Maintain accurate client information repositories, operational manuals, and requirement documentation.

·        Coordinate with client delivery teams to drive proactive incident management and service improvements.

D. People & Vendor Management

·        Lead, mentor, and coach L1–L3engineers, shift leads, and service desk managers.

·        Define roles, responsibilities, and performance KPIs for operations staff.

·        Manage third-party vendors, OEM partners, and ensure SLA & contract adherence.

·        Review training needs and drive upskilling programs across technical domains.

·        Foster a culture of accountability, innovation, collaboration, and continuous improvement.

E. Continuous Service Improvement (CSI)

·        Identify and execute automation, orchestration, and optimization opportunities.

·        Feed CSI priorities into automation and engineering teams for implementation.

·        Evaluate service trends to reduce recurring incidents and improve MTTR/MTTI.

·        Promote knowledge management practices and lessons-learned programs.

·        Lead operational improvement initiatives post-transition or technology rollout.

F. Compliance, Security& Risk Management

·        Ensure adherence to security baselines, audit requirements, and data protection standards.

·        Collaborate with security teams on vulnerability remediation, compliance reporting, and risk mitigation.

·        Maintain risk registers and ensure corrective/preventive actions are documented and executed.

·        Validate license compliance, change approvals, and technology governance policies.

G. Reporting &Operational Analytics

·        Prepare daily/weekly/monthly service dashboards and operational performance reports.

·        Analyze service metrics, operational data, and trends to identify issues and improvement opportunities.

·        Support governance forums, internal/external audits, and client satisfaction programs.

Required Skills &Experience

Technical Skills

·        Strong domain experience across:

o   Network, Unix, Cloud, DataCenter, Security, Collaboration/UC, and Workplace technologies.

·        Experience in virtualization platforms (Nutanix, VMware, Hyper-V).

·        Experience with enterprise observability and monitoring tools (Solarwinds, Logic Monitor, ElasticSearch, Kibana, Grafana).

·        Strong understanding of ITIL processes and enterprise infrastructure operations.

Leadership & ManagementSkills

·        Advanced experience coaching and mentoring engineering teams.

·        Demonstrated success driving continual service improvement and automation-led transformation.

·        Proven track record in organizational change management and multi-tower operational leadership.

·        Strong communication, stakeholder management, and conflict-resolution ability.

Key Attributes

·        Strong problem-solving and analytical mindset.

·        Ability to work under pressure and lead teams during critical incidents.

·        Customer-focused orientation with a continuous improvement mindset.

·        High level of accountability, ownership, and decision-making capability.