IT Operations Manager

About the Role

The IT Operations Manager will oversee the overall effectiveness, capability, and continuous enhancement of the Service Desk and Field Services on a global scale. This leadership role ensures the organization delivers consistent, scalable, and responsive IT support across retail, distribution centers, and corporate settings worldwide.

Accountabilities include monitoring service performance through defined KPIs, managing customer experiences via internal and third-party teams (both onshore and offshore), and overseeing workforce planning, capacity management, escalation handling, vendor and contract performance, financial forecasting, knowledge management, capability development, and successful project delivery within the function. The manager is responsible for team and project outcomes, regardless of who directly performs the work.

Operating within a dynamic, complex environment, the role requires making informed operational decisions despite incomplete data, proactively identifying and escalating risks, and collaborating across multiple internal departments such as Service Management, Workplace Services, Infrastructure, and Application teams, ensuring timely resolution through appropriate support channels.

Key Responsibilities

• Lead the end-to-end global Service Desk and Field Services performance, meeting agreed service levels, quality benchmarks, responsiveness, and ensuring excellent customer experiences.
• Formulate and implement medium-term support strategies, including capacity planning, workforce modeling, and coverage architecture tailored to business growth, trading patterns, and 24/7 operations.
• Guarantee consistent delivery of Service Desk intake, triage, remote issue resolution, and request fulfillment across retail, distribution, and corporate environments.
• Ensure the Field Services team has suitable geographic presence, skills, dispatch methods, and escalation procedures supporting operational needs across locations.
• Promote service optimization through standardization, shifting responsibilities towards self-service and automation, knowledge reuse, and minimizing handoffs to enhance first-contact resolutions and service efficiency. Utilize data analytics, customer feedback, and recurring trends to identify and escalate systemic issues to relevant stakeholders.

About You

• Possess a Bachelor's degree in Information Technology, Business, Service Management, or a related field, or equivalent practical experience.
• Carry 10 to 15 years of proven experience in IT support or service delivery within complex, multi-location environments, including demonstrated leadership and management of teams.
• Experienced in managing Service Desk operations and/or hands and feet Field Services support spanning multiple geographical areas.
• Demonstrate comprehensive understanding of Service Desk and Field Services models, encompassing remote support, dispatch, on-site assistance, escalation processes, and multi-site support coverage.
• Well-versed with IT service management methodologies like Incident, Request, Major Incident handling, Knowledge and Problem escalation, and Change management.
• Capable of defining and overseeing service levels, operational KPIs, queue management, backlog control, workforce aptitude, and service quality metrics.
• Skilled in commercial management, vendor relations, contract governance, performance oversight, cost management, problem resolution, and vendor escalation procedures.