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Senior Manager - Global IT Operations Manager
—On-siteContract
About the role
- 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 approved,how 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. Preferred