Service Operations Manager

About the Position

We’re looking for an experienced Service Operations Manager to oversee the delivery and continuous improvement of critical IT services.

In this role, you will ensure services consistently meet agreed service levels, KPIs, and cost targets, while maintaining high standards of operational excellence and reliability. You will also be responsible for maintaining accurate documentation of service operations, configurations, and procedures to support transparency and efficiency across the organization.

You will work closely with external providers, IT business partners, and key stakeholders to build strong collaborative relationships and ensure alignment between business needs and IT capabilities. A key part of the role will involve driving continuous improvement initiatives that enhance the scalability, performance, and effectiveness of IT services and operational processes.

Additionally, you will lead the change enablement framework, ensuring all changes are properly logged, assessed, authorized, prioritized, and scheduled in compliance with governance standards. You will also support broader ITIL processes, including Incident, Problem, Demand, and Knowledge Management, contributing to a stable, efficient, and customer-focused IT environment.

Responsibilities

• Oversee the delivery and continuous improvement of critical IT services
• Ensure services meet agreed service levels, KPIs, and cost targets
• Maintain accurate documentation of service operations, configurations, and procedures
• Work closely with external providers, IT business partners, and key stakeholders
• Drive continuous improvement initiatives
• Lead the change enablement framework
• Support broader ITIL processes

Requirements

• Senior Level - Fluent English with advanced writing skills
• Senior Level - 3 years working experience with digital solutions
• Mid-Level - Incident and change management tools (e.g. Servicenow and Jira)
• Senior Level - Experience on service management delivery
• Mid-Level - Microsoft Excel & Office
• Mid-Level - ITIL certification / knowledge
• Senior Level - Ensuring accurately risk assessment
• Senior Level - Development of changes authorization framework and change schedule management
• Mid-Level - Agile development methodology (pref. with certifications)
• Mid-Level - Experience in creation & updating documentation
• Mid-Level - Team player, willing to learn and adopt new skills

We Offer

• Competitive salary
• Opportunity to work in a dynamic and innovative environment
• Professional development opportunities

About the Company

[Company description if present]