Operations Lead/Service Manager at Teceze Ltd

Job Summary:

We are seeking an experienced and dynamic IT Service Manager to lead our IT Operations team. The successful candidate will be responsible for overseeing the daily operations of the IT department, ensuring the efficient delivery of IT services, and managing a team of 25 professionals. This role requires strong leadership skills, a deep understanding of IT infrastructure, and a commitment to delivering high-quality service to internal and external stakeholders.

Job Description

• Lead, mentor, and manage a team of 25 IT professionals, including field services team, support specialists, and other IT staff.
• Develop and implement strategies to enhance team performance, productivity, and morale.
• Conduct regular performance reviews, provide constructive feedback, and support professional development opportunities for team members.
• Oversee daily IT operations to ensure the availability, reliability, and security of all IT systems and infrastructure.
• Monitor and manage service delivery, ensuring that service levels and KPIs are met or exceeded.
• Implement and maintain ITIL processes and best practices to streamline operations and improve service delivery.
• Collaborate with senior management to develop and execute IT strategies that align with the organization s goals and objectives.
• Manage resource allocation,
• Lead projects related to system upgrades, migrations, and other IT initiatives.
• Ensure timely resolution of incidents and problems, minimizing downtime and disruption to business operations.
• Develop and maintain incident and problem management processes, ensuring they are effectively communicated and adhered to by the team.
• Serve as the primary and single point of contact for IT-related issues and requests from internal departments and external partners.
• Build and maintain strong relationships with key stakeholders, ensuring their IT needs are met and exceeded.
• Provide regular updates and reports on IT operations, performance metrics, and project status to senior management.
• Ensure all IT operations comply with relevant regulations, standards, and best practices.
• Implement and maintain robust security measures to protect the organization s data and IT assets.

Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in IT operations, with at least 3 years in a leadership or management role.
• Strong knowledge of IT infrastructure, digital workplace technologies and field services operations. Retail background is a plus
• Experience with ITIL or other IT service management frameworks.
• Proven track record of managing and leading a diverse team of IT professionals.
• Excellent problem-solving, decision-making, and project management skills.
• Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
• Relevant certifications (e.g., ITIL, PMP, CISSP) are highly desirable