Job Description

About The Role:

The IT Operations Manager is responsible for leading and owning Origo's IT operations function, ensuring the reliability, performance, and continuous improvement of core technology services.

This role acts as a hands-on leader and player coach, combining technical capability with team leadership to ensure day to day operational excellence while building a strong and capable IT operations team.

The successful candidate will act as a player coach who can both manage the team and contribute hands-on across key operational areas such as infrastructure, cloud platforms, networks, and end user systems.

The primary focus of the role is operational reliability, system stability, and ensuring that the IT team is effectively supporting the business.

This role leads day-to-day IT operations and ensures all operational areas are functioning effectively while continuing to improve processes, resilience, and service quality.

This role works closely with senior leadership to ensure IT operations are aligned with business priorities and growth objectives.

Key Responsibilities:

Information Security & Compliance

• Lead the IT operations team responsible for infrastructure, networks, cloud platforms, and end user systems.
• Ensure reliable and stable operation of core technology services across the business.
• Act as the primary escalation point for complex operational incidents.
• Ensure operational coverage across all IT functions including infrastructure, service desk, and systems management.
• Coach and support the IT team to improve technical capability and operational maturity.

Infrastructure and Platform Management

• Oversee the operation of servers, networks, cloud platforms, and endpoint environments.
• Ensure systems are reliable, scalable, and aligned with business needs.
• Support improvements in automation, monitoring, and operational efficiency.
• Participate hands on when required in troubleshooting and resolving infrastructure or platform issues.

Incident and Problem Management

• Oversee and coordinate response to major operational incidents
• Ensure root cause analysis is completed for significant outages or service disruptions.
• Drive improvements that reduce operational risk and recurring incidents.
• Ensure IT service management practices are followed and continuously improved.

Service Delivery

• Ensure the IT team provides reliable support for internal teams and client operations.
• Maintain clear service levels and ensure service desk performance meets expectations.
• Support onboarding and offboarding processes for new clients and employees.
• Drive improvements in support processes and user experience.
• Act as a key point of contact between IT operations, internal stakeholders, and leadership to ensure alignment between business needs and technology delivery.
• Engage with senior stakeholders to ensure IT operations effectively support business and client requirements.

Security and Compliance Support

• Support security and compliance initiatives in partnership with internal and external specialists.
• Ensure operational practices support security requirements such as ISO 27001, SOC 2, and PCI DSS where applicable.
• Work with internal and external specialists to maintain strong security practices.
• This role supports security operations but is not expected to act as the organization's primary security leader.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Engineering or related discipline, or equivalent practical experience.
• 5 plus years' experience in IT operations or infrastructure environments.
• Experience managing or leading technical teams.
• Experience in Project Management is an advantage
• Experience in a BPO, shared services, or operationally intensive environment is strongly preferred.
• Preferred certifications may include ITIL, cloud platform certifications, or infrastructure related certifications.

Key Skills & Competencies:

• Strong experience operating and supporting IT infrastructure environments.
• Hands-on experience across areas such as:
• Cloud platforms such as AWS, GCP or Azure
  • Infrastructure and server environments
  • Networking and connectivity
  • Endpoint and device management
  • Monitoring and operational tooling
  • Strong troubleshooting capability.
• Experience leading or managing IT teams.
• Ability to balance leadership responsibilities with hands on technical contribution.
• Strong communication and problem-solving capability.
• Ability to operate effectively in fast paced operational environments.