JOB PURPOSE:

The Senior Manager – ITSM and Operations Support provides strategic leadership for the design, implementation, and continuous improvement of IT service management processes in a cloud-centric environment. This role ensures that service delivery across infrastructure, cloud platforms, and applications is standardized, resilient, and aligned with ITIL best practices established by Operational Excellence. Collaborating across global technology functions and regional support teams, the Senior Manager drives operational excellence, service performance, and customer satisfaction. By embedding a culture of continuous improvement and data-driven decision-making, this role ensures that digital services remain responsive, scalable, and mission-aligned for field and office contexts alike.

KEY RESPONSIBILITIES:

• Lead the implementation and adoption of ITSM processes such as incident, problem, change, and service level management in alignment with frameworks defined by the Operational Excellence team.
• Oversee end-to-end service delivery across infrastructure, cloud platforms, and application teams to ensure consistent performance and user satisfaction.
• Drive operational maturity through the implementation of service level management, change control, incident, and problem management frameworks.
• Collaborate across GTD business units to ensure alignment of service processes with cybersecurity, architecture, cloud, and field IT teams.
• Collaborate with the Operational Excellence team to provide field-level insights and feedback that inform ITSM process evolution and continuous improvement efforts.
• Champion a customer-centric approach to IT services, ensuring support is responsive to the needs of both field and office staff.
• Utilize data and analytics to identify trends, track KPIs, and inform service improvements and resource planning.
• Lead service governance and manage escalations to ensure timely resolution of critical service issues.
• Promote and coach Agile and Lean practices to support adaptive, iterative delivery of service improvements.
• Support global operations and regional service teams to ensure scalable and context-sensitive delivery in diverse environments.

KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Demonstrated proficiency in written and verbal communication in English.
• Proven leadership in ITSM and service operations within complex, cloud-enabled IT environments.
• Deep knowledge of ITIL and practical experience implementing service management frameworks at scale.
• Strong analytical and service performance monitoring skills, with ability to interpret data into actionable insights.
• Demonstrated success in cross-functional collaboration, particularly across infrastructure, cloud, application, and cybersecurity teams.
• Experience supporting distributed global teams, with understanding of the challenges in field and humanitarian settings.
• Familiarity with Agile and Lean principles, with a focus on iterative service improvement and operational efficiency.
• Effective communication and stakeholder engagement skills across technical and non-technical audiences.
• Security-first mindset and awareness of compliance requirements in global IT operations.