Senior Manager Global IT Operations Manager

To orchestrate and scale a modern product-driven IT operations function across cloud infrastructure digital workplace service management and enterprise platforms retaining full internal accountability for service outcomes platform governance and transformation execution within a lean internal structure and a highly outsourced multi-vendor delivery model.

Key Accountabilities : 

• Lead and align multiple IT operational domains: cloud platforms and FinOps; infrastructure network and digital workplace; IT service delivery and automation; and the ServiceNow enterprise workflow platform.
• Ensure all domains operate as integrated products not siloed services with end-to-end accountability for service performance and user experience.
• Translate enterprise strategy into coordinated operational execution across domains.
• Establish and chair a weekly IT Operations Governance Forum bringing together all domain leads to review SLA performance escalate cross-domain issues align on roadmap dependencies and cascade priorities
• Establish and chair a weekly IT Operations Governance Forum bringing together all domain leads to review SLA performance escalate cross-domain issues align on roadmap dependencies and cascade priorities
• Own the IT Operations Service Catalogue a published versioned inventory of all IT services their owners SLAs costs and dependencies maintained and reviewed quarterly with domain lead
• Institutionalise a platform-as-a-product operating model and establish governance for roadmaps prioritisation backlog management delivery cadence and value-realisation tracking.
• Align all operational platforms (cloud infrastructure ServiceNow workplace) into a cohesive ecosystem.
• Enforce a standardisation-first approach with minimal customisation and technical-debt discipline.
• Define and own a Platform Governance Framework covering how new platform requests are assessed and approved how customisation exceptions are governed and tracked how platform retirements are managed and how vendor-introduced changes are reviewed before acceptance into production.
• Define and own a Platform Governance Framework covering: how new platform requests are assessed and approvedhow customisation exceptions are governed and tracked how platform retirements are managed and how vendor-introduced changes are reviewed before acceptance into production.
• Lead a global ecosystem of managed service providers and system integrators shifting delivery from resource-based to outcome-based accountability.
• Define and enforce SLA / KPI frameworks linked to business outcomes and architecture and governance compliance.
• Drive vendor performance through executive governance forums and performance reviews delivering measurable improvements in cost efficiency (per user per workload) service quality and delivery predictability.
• Own global IT operations performance across availability resilience and service continuity; service quality (SLA CSAT responsiveness); and cloud and operational cost efficiency.
• Establish integrated executive dashboards across ServiceNow metrics infrastructure and network health and cloud consumption / FinOps.
• Define and lead an automation-first IT operations strategy across ServiceNow workflows and virtual agents service-desk automation and self-service and infrastructure automation (IaC policy-driven provisioning).
• Own the integrated 3-year IT operations transformation roadmap across all domains (stabilise & standardise optimise & automate AI-enable & transform).
• Manage cross-domain dependencies and execution risks; act as the central execution authority for all IT operations initiatives.
• Ensure IT operations platforms support industrial and OT-integrated environments enabling secure IT/OT data integration and scalable infrastructure for industrial IoT and smart assets.
• Embed Zero Trust architecture principles and OT security and segmentation models.

Qualifications :

Preferred Qualifications:

• Bachelors or masters degree in IT Engineering or a related field.
• ITIL v4 (Managing Professional or Strategic Leader); Azure Solutions Architect (or equivalent cloud certification); TOGAF or enterprise-architecture exposure; FinOps certification (advantageous). 

Preferred Experience:

• 1215 years in IT operations infrastructure or platform leadership managing multi-domain IT environments (cloud infrastructure service management).
• Demonstrated success in large-scale infrastructure transformation and highly outsourced / SIAM operating models; energy utilities or industrial sectors or high-performance environments (financial services private-equity-backed organisations).

Job-Specific Skills:

• Strong understanding of cloud platforms (Azure preferred) infrastructure and network architecture digital workplace (M365 ecosystem) and ServiceNow / enterprise workflow platforms.
• Deep familiarity with ITIL v4 service management FinOps and cost optimisation and automation AIOps and AI-enabled operations; working knowledge of IT/OT convergence.
• Strong systems thinker able to integrate multiple domains into a cohesive operating model; exceptional vendor governance and performance management; product-oriented data-driven execution-focused and pragmatic with proven ability to lead lean teams with high vendor leverage.

Role is to be based in Abu Dhabi UAE. 

Additional Information :

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