IT Service & Operations

IT Service & Operations is responsible for ensuring the effective delivery, management, and continuous improvement of IT services to meet organizational needs and objectives. This role focuses on aligning IT service delivery with business requirements, managing service teams, maintaining high customer satisfaction, and driving operational excellence.

Responsibilities

• Coordinate and manage daily IT service operations to ensure services run effectively and meet agreed SLA targets.
• Monitor service performance, operational activities, and issue resolution progress.
• Handle coordination, analysis, escalation, and follow-up for Incident, Problem, and Change Management processes.
• Support ITSM operational activities based on ITIL best practices and governance standards.
• Prepare and present operational reports, SLA achievement reports, and service review documentation.
• Collaborate with internal teams, vendors, business users, and customers to ensure smooth service delivery.
• Support Organization Change Management (OCM) initiatives including service transition, operational readiness, process adoption, and user communication.
• Assist planning and execution of operational improvement and continuous service improvement initiatives.
• Conduct coordination related to workload management, operational support activities, and service issue tracking.
• Ensure customer requests and operational issues are handled effectively and professionally.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field. Advanced degree preferred.
• Minimum 3 years of experience in IT Service Operations, IT Service Desk, Technical Support, ITSM, or related area.
• Exposure to Organization Change Management (OCM), service transition, or operational change initiatives is a plus.
• Strong communication, coordination, analytical, and stakeholder management skills.
• Customer service oriented with strong problem-solving ability.
• Familiar with ITSM tools such as Ivanti, ServiceNow, ManageEngine, Jira Service Management, or similar platforms.
• Strong knowledge of ITIL and service management best practices. ITIL v3/v4 certification is a plus.
• Proven experience managing large-scale IT operations and cross-functional teams.
• Excellent leadership and people management skills.
• Effective communication and interpersonal skills.