it operations manager.

The successful candidate will lead the implementation of ITIL frameworks with the support of third-party managed service providers and internal professional service teams.

Key Responsibilities

• Service Governance: Provide end-to-end ownership and governance of ITIL services, including incident, problem, and change management across all applications and infrastructure.

• Major Incident Management: Act as the primary contact for major incident response and escalations.

• Vendor Management: Govern the performance of managed service providers and vendors against established Service Level Agreements (SLAs).

• Disaster Recovery: Maintain accountability for disaster recovery and business continuity management services.

• Operational Leadership: Deliver day-to-day support services to the business, including executive-level VIP service and the management of client-facing service hubs.

Required Qualifications and Experience

To be considered for this mandate, candidates must demonstrate:

• Experience: A minimum of 5 years of experience in a similar Operations Lead or Technical Lead capacity.

• Critical Incident Management: Significant experience managing major incidents and performing under pressure is a mandatory requirement.

• On-Call History: Proven previous experience working on-call is essential.

• Collaboration: Strong capability as a team collaborator with the ability to maintain high levels of customer trust.

• Technical Expertise: A tertiary qualification in technology (or equivalent) and an ITIL Foundation or Practitioner certification.

• Tool Proficiency: Extensive experience with service management tools (e.g., ServiceNow) and CMDB/asset inventory management.

On-Call Roster

Due to the critical nature of the systems supported, this role involves a rotating on-call component to manage high or critical incidents outside of standard business hours. This is currently structured as 1 week in every 4.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.