IT Manager - Service Delivery & Operations

About the role

This IT Manager role leads a team responsible for customer experience, secure and stable IT operations, and continuous improvement. The manager sets the standard for communication, quality and ownership, drives performance through clear goals and honest feedback, and works closely with engineering, support and business teams.

Key responsibilities

• Customer experience: own the customer relationship from everyday service to escalations, keep customers informed with clear next steps, owners and timelines, and turn feedback into action through service reviews.
• Operations and service management: oversee secure, stable operations across networks, servers, cloud, endpoints, identity and backups; run incident, problem, change and request management; lead major incidents from first alert to root cause and permanent fix; track SLAs, satisfaction and backlog.
• AI and continuous improvement: use AI and automation to speed up troubleshooting, documentation and reporting while protecting data, and close gaps before they become recurring problems.
• Team leadership: coach the team in clear communication, attention to detail, high-level thinking and ownership, using weekly 1:1s and honest feedback.

Required profile

• Bachelor's or Master's degree in Computer Science, Information Technology or a related field.
• 8+ years in IT, including 4+ years leading service delivery or IT operations teams.
• Proven customer success track record with measurable results.
• History of coaching teams to communicate better and work more carefully.
• Preferred: managed services provider (MSP) experience and ITIL 4 Managing Professional or higher.

Required skills

• ITIL 4 Foundation certification and practical application.
• Strong knowledge of Microsoft 365, Entra ID, networking (VPNs, routers, switches, firewalls), cloud and security operations.
• Strong knowledge of RTSP, CCTV/video monitoring and DVR/NVR network infrastructure.
• Hands-on experience with Kaseya, Cacti, Zabbix and SIEM platforms, plus practical use of AI in IT operations.