Inviting applications for the role of Principal Consultant - IT OPS Manager EMEA

In this role, you will be responsible for delivering 24/7 IT support. This includes Level 1 (Service Desk) and Level 2 (Service Resolution Center) operations. The role focuses on people leadership, crisis management, KPI delivery, and fostering a user-centric, digitally enabled support culture. The manager ensures operational continuity, drives continuous improvement, and develops team capabilities while maintaining alignment with global service standards.

Responsibilities

.Lead and manage a team of 8-10 IT associates across Level 1 (Service Desk) and Level 2 (Service Resolution Center), ensuring delivery of high-quality, user-centric IT support across multiple digital channels (e.g., phone, chat, email, self-service, chatbot).

.Oversee end-to-end incident management, including ownership of escalations, technical coordination, and stakeholder communication, with strong focus on meeting SLAs and ensuring service continuity.

.Coordinate and lead major incidents and crisis situations, facilitating resolution bridges, engaging cross-functional technical teams, and issuing timely communications to business and IT leadership.

.Drive operational excellence, ensuring team adherence to defined KPIs, SLAs, and quality standards, while proactively identifying performance improvement opportunities.

.Foster a digital-first culture, promoting the use of self-service tools, automation, and AI to optimize the support experience and reduce manual intervention.

.Support 24x7 global operations through effective shift planning, seamless regional handovers, and collaboration with global peers to maintain continuous coverage and service alignment.

.Lead the operational transition (Take-On) of new technologies, partnering with project and engineering teams to ensure smooth handover, team readiness, and minimal impact to end users.

.Drive knowledge management and capability uplift, ensuring the creation and maintenance of high-quality technical documentation and empowering Level 1 teams through targeted enablement.

.Coach, develop, and retain talent, fostering a high-performance, collaborative culture through regular feedback, development planning, and skills progression aligned with organizational goals.

.Engage with key stakeholders across IT and business functions, acting as a trusted operational partner and ensuring that the voice of the customer is reflected in support strategy and delivery.

Qualifications we seek in you!

Minimum Qualifications

.Bachelor's degree in information technology, business administration, or a related field.

.Leadership & People Management:

oExperience managing high-performing IT support teams (8-10 people)

oCoaching, feedback, and talent development across diverse roles and levels

oInfluencing change and driving team engagement

.Operational Excellence & Incident Leadership:

oStrong understanding of ITIL processes (incident, problem, change, event)

oCrisis and major incident leadership, including communication to executives

oAbility to interpret, report, and act on performance KPIs and SLAs

.Strategic & Digital Mindset:

oPromotes automation, AI solutions, and self-service adoption

oAligns operations to user experience (UX) principles and digital behavior change

oIdentifies and executes continuous improvement initiatives

.Communication & Stakeholder Engagement:

oKnowledge of enterprise tools like ServiceNow, Microsoft 365, monitoring platforms (e.g., Dynatrace/Splunk), and automation frameworks.

oMust be capable of balancing operational execution with strategic planning and team development

.Strong executive presence and stakeholder management

.Excellent communication across business segments and technical teams

Preferred Qualifications/ Skills

.Master's degree in a relevant field.

.ITIL Foundation preferred

.Exposure to automation, gen AI, or chatbot tools.