Job Purpose:

• The ICT Service Manager / Operations Manager is responsible for leading the evolution of the IT Service Desk within a large enterprise environment. Managing a team of first-line support technicians, this role focuses on transforming traditional support operations through the strategic use of AI, automation, big data, and digital tools to deliver proactive, intelligent, and scalable IT services to internal users.

Key Responsibilities:

• Lead and inspire a team of first-line IT support technicians through a period of digital transformation.
• Foster a culture of innovation, continuous learning, and user-centric service delivery.
• Upskill the team in emerging technologies, automation tools, and AI-enhanced support platforms.

Service Desk Transformation:

• Drive the modernization of the IT Service Desk using AI-powered chatbots, virtual agents, and automated workflows.
• Implement predictive analytics and big data insights to anticipate user needs and prevent incidents.
• Transition from reactive support to proactive and self-service models.

Digital Strategy & Innovation:

• Collaborate with senior IT leadership to align service operations with the organization’s digital transformation roadmap.
• Evaluate and deploy cutting-edge technologies to enhance service delivery and operational efficiency.
• Lead pilot programs and proof-of-concept initiatives for new digital tools and platforms.

Operational Excellence:

• Oversee daily service desk operations, ensuring high performance against SLAs and KPIs.
• Continuously improve service desk processes using ITIL and Agile methodologies.
• Monitor and report on service trends, user satisfaction, and transformation outcomes.

Stakeholder Engagement:

• Act as a strategic partner to internal departments, understanding their evolving digital needs.
• Communicate transformation goals, progress, and impact to stakeholders across the organization.
• Champion user experience and digital adoption initiatives.

Governance & Compliance:

• Ensure all digital service operations comply with data protection, cybersecurity, and organizational policies.
• Maintain accurate documentation and audit trails for all automated and AI-driven processes.

Qualifications & Experience:

• Bachelor’s degree in information technology, Computer Science, or related field (master’s preferred).
• 5+ years in IT service management or operations, with experience in digital transformation initiatives.
• Strong knowledge of ITIL, AI tools in service management, and automation platforms.
• Experience leading teams through change and technology adoption.
• Familiarity with ITSM platforms (e.g., ServiceNow, Fresh service) and data analytics tools.

Key Skills & Competencies:

• Visionary leadership with a passion for innovation and transformation.
• Deep understanding of AI, automation, and data analytics in IT operations.
• Strong communication and change management skills.
• Strategic thinking with the ability to translate digital goals into operational execution.
• High emotional intelligence and stakeholder engagement capabilities.

Desirable:

• Certifications in ITIL, Agile, or AI/ML technologies.
• Experience with enterprise digital transformation programs.
• Knowledge of cloud-based service delivery and hybrid IT environments.