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Job Purpose

The Manager – Service Operations & Continual Improvement is responsible for governing incident management, problem management, operational reporting, service performance analytics, configuration management governance, and continual service improvement initiatives. The role ensures operational issues are effectively managed, analyzed, and translated into measurable service improvements.

Key Responsibilities:

Incident & Major Incident Management

• Coordinate Major Incident Management processes.
• Facilitate incident escalations and restoration activities.
• Monitor incident trends and service stability.

Problem Management

• Lead Root Cause Analysis (RCA) reviews.
• Track corrective and preventive actions.
• Reduce recurring incidents through proactive problem management.

Service Reporting & Analytics

• Develop and maintain IT service dashboards.
• Monitor KPIs including MTTR, availability, incident trends, and service quality.
• Provide executive reporting and analysis.

Configuration & Service Mapping Governance

• Govern CMDB standards and data quality.
• Coordinate service mapping and configuration governance activities.
• Support impact analysis and dependency management.

Continual Service Improvement

• Maintain CSI register and improvement roadmap.
• Identify automation and optimization opportunities.
• Track improvement initiatives and realized benefits.

Operational Readiness

• Review production readiness for new systems and services.
• Ensure monitoring, support documentation, and operational procedures are established.

Key Deliverables

• Major Incident Reports
• RCA & Problem Management Reports
• Service Performance Dashboards
• CSI Roadmap
• CMDB Governance Reports
• Operational Readiness Assessments

Education

• Bachelor's Degree in IT, Computer Science, Engineering, or related discipline.
• 8+ years of IT experience.
• Experience in Incident, Problem, Service Operations, or IT Performance Management.

Preferred Certifications

• ITIL 4 Foundation / Managing Professional
• SRE Foundation (desirable)
• ISO 20000 (desirable)

KPIs

• MTTR 
• Incident Recurrence Rate 
• RCA Closure Rate 
• Service Availability 
• CSI Implementation Rate 
• CMDB Data Accuracy