Operations Manager

IS Operations Manager for HyperAutomation - PowerPlatform service

Reporting Line: IS Service Owner

Your role and responsibilities:

In this role, you will be accountable for operations of low-code / no-code solutions delivered & maintained on Microsoft PowerPlatform by the FPDS Hyperautomation service, primarily for Finance stakeholders & teams. You will ensure existing tools are maintained in accordance with ITIL processes and within established SLAs, that issues are resolved in an effective and timely manner with minimal business interruption, and that any new tools built or taken over by the service are smoothly onboarded for continued operations. You will have to coordinate activities between different technical teams, vendors and business stakeholders take responsibility for infrastructure components support budget management activities.

This job is #L1 Hybrid

• Manage end-to-end Power Platform service operations, ensuring stable performance across PowerApps environments, SharePoint data stores, service accounts, permissions, and governance records maintained in CMDB, ServiceNow, CESAR, and provisioning systems.
• Lead application onboarding, transition, and offboarding activities, ensuring compliance with established processes, timely completion of assessments, documentation, knowledge transfer, and efficient decommissioning of obsolete services.
• Oversee ITSM processes including Incident, Change, and Problem Management, driving SLA adherence, coordinating cross-functional teams, monitoring RCA quality, tracking resolution timelines, and implementing preventive actions to minimize recurring issues.
• Drive process transformation and continuous improvement initiatives through automation, workflow optimization, KPI development, service metrics analysis, and adoption of new Power Platform capabilities to enhance operational efficiency and service quality.
• Collaborate with stakeholders, vendors, and service owners to manage service delivery, resource capacity, budgeting, cost optimization, accruals, invoicing, and performance governance while ensuring business alignment and operational excellence.

Qualifications for the role

• IT Service Management & Operations: 7+ years of experience managing Incident, Change, and Problem Management processes within ITIL frameworks, ensuring SLA compliance, service stability, effective governance, and operational excellence.
• Process Optimization & Automation: Proven expertise in process design, documentation, standardization, and transformation, leveraging automation opportunities and technology solutions to streamline workflows and improve service efficiency.
• Problem Management & Root Cause Analysis: Strong analytical skills with extensive experience conducting root cause investigations, managing known errors, driving preventive actions, and implementing sustainable solutions to reduce recurring incidents.
• Monitoring, Metrics & Platform Management: Experienced in defining, tracking, and reporting KPIs through dashboards and analytics tools, with hands-on knowledge of ticketing systems, CMDB, reporting platforms, and Power Platform technologies.
• Stakeholder Coordination & Project Delivery: Skilled at leading cross-functional initiatives including application transitions, M&A projects, service handovers, and operational changes while effectively coordinating technical teams, vendors, and business stakeholders.