IT Operations Manager

The Role

The IT Operations Manager will be responsible for maintaining key IT infrastructure and end-user computing (EUC) services globally. Key technologies include M365, Azure Cloud Services, Adobe Design Software, Veeam Backup Services, DNS Services, Cloudflare, Ninja One, Kandji, as well as related security services such as CrowdStrike and Tenable IO. The role is also responsible for all EUC platforms (patching, maintenance, and management) as well as assisting the Network Architect and Security Manager with maintaining a secure perimeter. The role will also involve mergers and acquisitions (M&A) work related to new acquisitions within the business.

Within the IT Team, the IT Operations Manager will be responsible for designing, implementing, and managing complex IT infrastructure and systems while maintaining a centre of excellence around IT infrastructure management. This role requires extensive knowledge of IT infrastructure (e.g., Microsoft M365), exceptional problem-solving skills, and the ability to work effectively in a fast-paced, dynamic environment.

Key Responsibilities and Accountabilities

• Collaborates with key IT stakeholders to drive innovative designs, standards, and strategic plans for future-state IT infrastructure, EUC, and cloud infrastructure.
• Aligns strategies with organizational business objectives and IT goals.
• Implements and manages 24/7 monitoring and performance systems to proactively identify issues, optimize performance, and ensure service quality.
• Collaborates with IT stakeholders to implement and troubleshoot IT asset domains, including desktops, laptops, servers, cloud services, and the security perimeter.
• Oversees the reliability and security of the EUC and server estate.
• Ensures adherence to regulatory and compliance requirements for all IT infrastructure and voice systems across global operations.
• Establishes project plans and execution strategies through road-mapping, resource management, vendor management, knowledge transfers, and effective communications to meet project metrics and timelines.
• Implement and manage an IT Service Management (ITSM) tool to manage IT asset and life cycle processes, resource allocation, capacity planning, and budget forecasting.
• Mentor junior technicians and engineers, providing leadership and guidance.
• Supports alignment of AI-enhanced strategies with organizational goals, where applicable.
• Assist in the design and implementation of Secure Access Service Edge (SASE) network architectures and autonomous operations using modern fit-for-purpose technologies, including network automation tools and platforms.
• Assist with cybersecurity initiatives, including threat detection and operational technology (OT) security, while supporting hybrid and multi-cloud environments.
• Research and development of new products and services relevant to areas of responsibility.
• Establish and maintain policies, procedures, diagrams, and various other artifacts that capture key elements of the IT infrastructure for operational and knowledge awareness.
• Planning, procurement, designing, developing, configuring, and commissioning IT systems for network monitoring and incident management.
• Business case development and evaluation in support of proposed initiatives.

Unusual Challenges or Circumstances

• May require work outside normal office hours, including weekends, holidays, and travel, subject to manager's discretion and discussed as needed.

Key Results Areas

• Responsible for IT infrastructure operations (Wintel, messaging, identity, and EUC).
• Consult senior management for the design and implementation of new networks and initiatives.
• Foster strong work ethic, operational disciplines, and to develop the advanced levels of competency needed to deliver high levels of network and datacentre availability.
• To provide strategic planning in terms of best practice, cost management, potential products/services, and application of emerging technologies.

Person Specification

Knowledge And Experience

• Significant experience in integrating and/or migrating large-scale, mission-critical network implementations in a 24/7 or global environment.
• Leadership, supervisory, or team lead experience desired.
• Knowledge and application of networks within an events or experiential company, including content delivery networks, are desired.
• In-depth knowledge of EUC, M365, cloud, and identity services.

Skills And Abilities

• Proficiency in server and operating system management, including troubleshooting and optimization of infrastructure.
• Expertise in cloud productivity suites, handling administration, security, and user support.
• Management of identity and access systems to ensure secure authentication and authorization.
• Support for end-user devices, including hardware, software deployment, and remote assistance in dynamic settings.
• Administration of IT service management platforms for incident, change, and asset handling.
• Skills in monitoring and managing IT infrastructure for performance, alerts, and reporting.
• Broad knowledge of IT operations, including networks, backups, security, and compliance for high-availability environments.
• Leadership in managing and mentoring help desk teams to resolve escalated issues effectively.
• Strong problem-solving and analytical abilities for quick diagnosis and prevention of IT problems under pressure.
• Experience in overseeing IT projects, upgrades, and event-specific setups using standard methodologies.
• Coordination with vendors and stakeholders for services, contracts, and non-technical communications.
• Effective communication to convey technical ideas to users, executives, and teams through documentation and training.
• Adaptability to fast-paced, unpredictable work with on-call duties and peak event demands.
• Management of IT budgets, resource planning, and cost optimization in operational contexts.
• Commitment to ongoing improvements, audits, and adopting new practices for reliable IT delivery.
• Experience in all related activities for Mergers and Acquisitions (M&A).

Qualifications And Training

• Bachelor's Degree or equivalent experience.
• Significant experience in a technical environment, with a focus on IT operations and infrastructure management.
• Proven leadership of highly motivated, dynamic teams.
• Design and implementation experience for change, incident, and problem management processes (preferably ITIL based).

Aptitudes/Personal Profile

Drive And Energy

• Strong drive for success and relentless pursuit of achieving results.
• Is action oriented and pursues everything with energy and drive. Passionate about success and winning.
• Dedicated, committed, enthusiastic, positive, and motivated. Has courage and persistence in convictions no matter how difficult the task is.

Adaptability

• Is open, flexible, and adaptable to changes in work demands, people, and situations.
• Ability to view overall business priorities and redefine own and team’s priorities in line with expectations and objectives.
• Ability to plan and communicate the steps needed to deliver a defined outcome.
• Ability to ensure the most urgent and important needs of the business are achieved.

Communication

• Persuasive and influential. Understands the attitudes, interests, needs, and perspectives of others and can convince others and gain agreement.
• Listens intently and ensures other party feels they have been heard and understood.
• Maintains confidentiality, remains open to others’ ideas, and exhibits willingness to try new things.