Service Manager / DataOps MDG

Key Responsibilities

IT Operations & Service Management
Manage day-to-day IT operational services ensuring stability, availability, and performance of critical systems and infrastructure.
Monitor operational KPIs, SLAs, OLAs, and service quality metrics.
Coordinate incident, problem, change, and service request management processes.
Lead operational governance meetings and service review sessions.
Ensure operational compliance with internal standards and IT governance frameworks.

Process Mapping & Process Design
Lead process mapping initiatives for IT Operations and Service Management workflows.
Analyze current-state processes and design optimized future-state operational models.
Identify process gaps, inefficiencies, bottlenecks, and operational risks.
Document end-to-end wor
Drive stabilization initiatives for critical IT services and operational environments.
kflows, SOPs, RACI matrices, and operational procedures.
Standardize operational routines and governance practices across teams.

Operational Stabilization
Identify recurring operational issues and implement corrective and preventive actions.
Coordinate root cause analysis (RCA) and continuous service improvement plans.
Support transition from project delivery into stable operational support models.
Ensure operational readiness for new services, applications, and infrastructure deployments.

Automation & Continuous Improvement
Identify automation opportunities across operational and service management processes.
Partner with infrastructure, cloud, DevOps, and engineering teams to implement automation solutions.
Improve operational efficiency through workflow automation, monitoring enhancements, and self-service capabilities.
Promote a culture of continuous improvement and operational excellence.
Support implementation and optimization of ITSM and monitoring tools.

Stakeholder & Governance Management
Establish and maintain strong operational routines with key business and IT stakeholders.
Act as the primary point of contact for operational service discussions and escalations.
Facilitate recurring governance meetings, status reviews, and executive reporting.
Ensure clear communication of operational performance, risks, and improvement initiatives.
Build collaborative relationships across technical and business teams.

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or related field.
5+ years of experience in IT Operations, Service Management, or Infrastructure Operations roles.
Proven experience with:
Process mapping and operational process design
IT service stabilization initiatives
Operational governance and stakeholder management
Automation and continuous improvement projects
Strong understanding of ITIL processes and service management principles.
Experience with ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
Experience coordinating cross-functional technical teams.

Preferred Qualifications
ITIL Foundation or ITIL Intermediate certification.
Lean, Six Sigma, or process improvement certification.
Experience in cloud operations, infrastructure environments, or enterprise applications support.
Knowledge of automation technologies and scripting concepts.
Experience with monitoring and observability tools.

Benefits

About the company