Manager - Service Operations (NBID)

Position Overview

Service Manager is responsible to maintain high levels of service and to ensure that all IT operations activities are performed. You are the subject matter expert in technology and/or business domain.

Role & Responsibilities

• Serve as subject-matter expert on service operations and maintenance, driving organisational capability to apply operational frameworks and best practices.
• Implement and improve response and recovery plans, coordinate disaster recovery drills, and assist senior leaders in disaster recovery planning and activities.
• Organise and oversee system activities including planned maintenance, backups, and recovery exercises to maintain service health and availability.
• Lead internal and third-party provider/vendor review meetings to assess performance, quality, and service improvement opportunities.
• Triage and troubleshoot service health issues; convene relevant experts to resolve impediments and restore services during incidents.
• Support high-severity incidents and drive problem-management meetings; log and track S1/S2 and other high-impact problem tickets until closure.
• Manage incident communications and status reporting, issuing stakeholder broadcasts and regular management updates throughout incident lifecycles.
• Maintain and enforce incident/problem management processes, SOPs, templates and KEDB entries; ensure operational support materials comply with internal security and technology standards.
• Track and report on SLAs, KPIs and operational metrics; prepare and deliver concise status updates and performance reports to management.
• Mentor and guide the support team to standardise approaches, improve operational consistency, and enhance systems availability.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field; Master’s or relevant certifications (e.g., ITIL, PMP) preferred for JG7.
• 7+ years’ experience in IT service management with proven experience in service operations, incident management, and problem resolution.
• Demonstrated experience working with third‑party service providers and vendors, including performance reviews and contract coordination.
• Strong knowledge of ITIL framework and service management best practices, with proficiency in service management tools and software.
• Proven ability to manage high‑severity incidents, lead problem‑management activities, and communicate effectively with stakeholders under pressure.
• Strong analytical and problem‑solving skills with attention to detail and a focus on operational quality and compliance.
• Excellent communication and interpersonal skills, and the ability to collaborate across diverse internal teams and external partners.
• Leadership capability with experience in team development, standardising support processes, and driving continuous service improvement.

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