Operations Manager - Assistant Vice President – Workplace Technology - IT

We are seeking an Operations Manager - Assistant Vice President for Workplace Technology in our IT department. The successful candidate will be responsible for managing vendor-delivered Level 1 Helpdesk and Level 2 Desktop Support services.

Job Duties:

Vendor Governance and Service Performance

• Govern vendor-delivered Level 1 Helpdesk and Level 2 Desktop Support services, ensuring clear accountability for service delivery, staffing, ticket ownership, documentation, escalation management, and corrective actions.
• Define, monitor, and report SLAs, KPIs, operational risks, service quality, ticket ageing, first-contact resolution, closure quality, and customer satisfaction; lead regular service reviews and ensure sustained remediation of underperformance.
• Maintain effective support across phone, email, chat, walk-in service centres, and other agreed channels, ensuring consistent service standards, appropriate routing, and timely communication.

Service Management and Operational Excellence

• Own and improve incident, service request, problem, escalation, knowledge, reporting, and continual improvement practices in line with IT service management standards.
• Protect service availability, stability, and operational reliability through proactive monitoring, trend analysis, workload management, effective major-incident support, and disciplined follow-through.
• Ensure the ITSM platform, preferably ServiceNow, contains accurate, timely, and actionable records, dashboards, knowledge articles, and management information.

Service Transformation and User Satisfaction

• Use ticket data, service trends, CSAT results, surveys, user feedback, and operational insights to identify root causes, recurring demand, service gaps, and improvement priorities.
• Lead service enhancement initiatives that simplify support journeys, strengthen knowledge reuse, expand self-service and automation, improve communications and reporting, and reduce avoidable contacts and repeat incidents.
• Establish measurable benefits and track outcomes, including improved user satisfaction, resolution quality, response and restoration times, operational efficiency, and successful delivery of agreed improvements.

Technical Service Oversight

• Coordinate vendors and internal technical teams to resolve complex or cross-functional issues, manage technical dependencies, and ensure operational readiness for service changes and technology deployments.
• Maintain documented support procedures, knowledge, ownership models, and escalation paths so that technical services are supported consistently and restored efficiently.

VIP and Executive Support

• Design and manage responsive, discreet, and personalised support for senior management, executives, designated users, and their personal assistants.
• Maintain VIP profiles, proactive support plans, service procedures, communication channels, and clear escalation paths; coordinate vendors and internal teams for urgent, sensitive, or high-impact requirements.
• Measure performance against agreed responsiveness, communication, ownership, discretion, resolution, and stakeholder satisfaction standards.

Risk, Compliance, and Control

• Embed governance, risk, compliance, audit, information security, and internal-control requirements into support processes, vendor operations, access arrangements, service changes, and documentation.
• Maintain evidence of control execution, identify and escalate risks and control gaps, implement corrective actions, and support audits, assurance reviews, and regulatory requirements.

Required Experience and Skills:

Service Management and Vendor Governance

• Proven experience managing vendor-delivered enterprise Level 1 Helpdesk and Level 2 Desktop Support services, including SLA and KPI governance, service reviews, quality assurance, escalations, and performance improvement.
• Strong knowledge of IT service management, including incident, request, problem, escalation, knowledge, reporting, and continual improvement practices.

Service Transformation and Continuous Improvement

• Demonstrated success leading service enhancement or transformation initiatives that improved user satisfaction, service quality, resolution efficiency, or operational effectiveness.
• Strong analytical skills in using ticket data, trends, feedback, surveys, and reporting to identify issues and deliver practical improvements.

Technical and Platform Knowledge

• Hands-on experience with ITSM platforms, preferably ServiceNow.
• Proven experience with enterprise PC build, deployment, and patching processes; Remote Access Services; File and Print services; meeting-room technology and Microsoft 365 productivity and collaboration solutions.

Stakeholder and Communication Skills

• Excellent vendor, stakeholder, and executive communication skills, with a customer-focused approach, strong ownership, sound judgement, and the ability to drive sustainable change.

Customer Service and Support Excellence

• Service and Operational Excellence, with strong track record of driving service quality, stability, and continuous improvement.
• Sensitive to maintaining high service uptime, availability, and operational reliability for end-user services.
• Managing and delivering support through multiple service channels, including phone, email, chat, walk-in service centers, and customer satisfaction (CSAT) feedback programs.

People Management

• Managing teams of more than 10 vendor resources, including resource planning, performance management, and staff skill development.

Risk and Control

• Demonstrated commitment to Governance, Risk, and Control (GRC) principles, with proven experience operating in a highly regulated and controlled environment.
• Strong understanding of risk management, compliance, audit, and internal control frameworks, with the ability to embed appropriate controls into operational processes.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline; ITIL certification is preferred.
• Experience in financial services, regulated environments, outsourced support, service transformation, or executive support is advantageous.