Senior Operations Manager Connectivity

Senior Operations Manager, Connectivity

KONE IT - Connectivity

As a Senior Operations Lead - Connectivity, you are accountable for ensuring that IT products and platforms in your scope are secure, reliable, and continuously available for users. You are managing these products and platforms with agreed KONE IT KPI's and service SLA's and according to IT service support, operation and performance processes and best practices.

You lead service operations end-to-end, working closely with product teams, operations engineers, and external partners to deliver high-quality, efficient, and uninterrupted services.

You play a critical role in driving operational excellence, improving performance, and embedding Agile ways of working across the product lifecycle.

Responsibilities:

• Own and run end-to-end service operations in line with ITSM processes and security/compliance requirements for the KONE Networks.
• Ensure availability, performance, and stability of all products in scope
• Responsible for managing the Network incident, problem, and change processes and drive operational discipline
• Responsible for IT service descriptions, documentation, knowledge articles, user communication and training materials as well as proactive operational communications to relevant IT users in scope
• Responsible for continuous service improvement including service quality and availability, end-user experience, security and compliance as well as cost and efficiency
• Responsible for service continuity and disaster recovery readiness
• Responsible for operational and tactical supplier and contract management within the scope as well as ensuring the invoicing and finances are being managed
• Ensure seamless service integration (SIAM) where multiple providers are involved
• Engage with key user communities to gather feedback and improve service performance
• Facilitate governance forums and ensure clear communication with stakeholders

• Service Operations Framework : Defined and run ITSM processes, service model, SLAs, and governance structure for the Connectivity Operations
• Operational Documents and Knowledge Base for Networks: Up-to-date runbooks, service docs, knowledge articles, and user guidance
• Service performance dashboard and reporting: KPIs on availability, incidents, MTTR, change success, and user experience
• Continuous improvement backlog: Prioritized initiatives for automation, stability, and efficiency improvements
• Incident and problem management: Major incident reports, root cause analyses (RCA), and trend insights and capability to lead network major incident resolution end-to-end
• Change readiness governance: Operational readiness checks, go-live approvals, and post-implementation reviews for the Network changes
• Supplier and Service Integration Management: Vendor scorecards, performance reviews, and multi-provider coordination (SIAM)
• Business Continuity and Disaster recovery plans: BCP/DR documentation, testing results, and resilience improvements
• CMDB and Data Quality Management: Accurate configuration data and regular data quality reporting
• Automation and service development: Monitoring improvements, automation use cases, and service maturity roadmap
• Financial management of service invoicing

• Proven experience in IT service operations management (8+ years)
• 5+ years of experience working in Network Domain
• Strong knowledge of ITIL processes and Agile and Lean methodologies
• Good understanding of Enterprise Networks and understanding of IT/OT concepts in manufacturing
• Understanding of Network Security, Cloud, Data Centers
• Experience in working with: SD-WAN, LAN, WIFI, DHCP, network monitoring tools and understanding of SASE, Firewalls, VPN
• Good understanding of IT architecture and its operational impact
• Experience working in global and matrix organizations
• Strong supplier and contract management skills
• Automation skills: technical or operational automations

• Financial management
• Virtual team working
• Project management

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