We are looking for an experienced IT Operations Manager to lead dispatch operations, workforce planning, and service delivery performance.
Key Responsibilities
- Own end-to-end dispatch operations and ensure SLA adherence
- Monitor queues, manage backlog, and resolve critical delays
- Ensure optimal workforce availability (Internal + Vendors)
- Drive cost efficiency by managing operations within defined budgets
- Act as the primary point for escalations and incident resolution
- Ensure process compliance, audit readiness, and governance standards
- Analyze performance data and provide actionable insights
- Lead stakeholder communication with internal teams, vendors, and clients
- Manage team performance, coaching, and shift coverage
- Identify process gaps and drive automation/improvements
Key Skills & Experience:
- Strong experience in IT operations / service delivery / dispatch management
- Excellent problem-solving and decision-making skills under pressure
- Ability to balance SLA, cost, and quality
- Strong stakeholder and vendor management
- Data-driven mindset with reporting and analysis capability
- Experience in team leadership and performance management
What Success Looks Like:
- High SLA adherence
- Controlled operational costs (within budget)
- Strong team performance and accountability
- Efficient handling of escalations
- Continuous process improvement
