Operations Manager

The Operations Manager is responsible for leading the successful delivery of IT projects while ensuring the smooth operation of day-to-day IT services across a portfolio of client accounts. This client-facing role oversees operational service delivery, vendor-managed environments, software licensing, vendor relationships, and cybersecurity operations, balancing strategic initiatives with operational excellence. Working closely with internal teams, clients, and external vendors, the Operations Manager ensures technology services and projects are delivered consistently, efficiently, and to the highest standards of quality and governance.

Primary Responsibilities

• Lead the planning, governance, and successful delivery of multiple IT infrastructure, business, and technology projects, ensuring they are completed on time, within scope, and within budget.
• Oversee the implementation, testing, deployment, and transition of new IT solutions, ensuring effective change management, quality assurance, and seamless handover to operational support.
• Manage day-to-day IT operations across assigned client accounts, ensuring high service availability, SLA compliance, effective incident management, and continuous service improvement.
• Govern the performance and delivery of the vendor-managed Microsoft Azure Virtual Desktop (AVD) environment, ensuring service quality, security, capacity, and contractual obligations are consistently achieved.
• Manage software licensing across client and internal environments, ensuring compliance, optimization, timely renewals, and effective governance of software assets.
• Lead the management of technology vendors and service providers, including performance monitoring, contract governance, commercial negotiations, risk management, and service improvement initiatives.
• Oversee cybersecurity operations and governance, including vulnerability management, incident response, identity and access management, regulatory compliance, and continuous enhancement of the organization’s security posture.
• Build and maintain strong client relationships by acting as the primary operational advisor, leading service reviews, communicating project and operational performance, and providing strategic technology recommendations.
• Develop and maintain operational standards, governance frameworks, documentation, reporting, and performance metrics that drive consistency, accountability, and operational excellence across the Technology team.
• Work closely with the Deputy Director, internal teams, and external stakeholders to identify opportunities for continuous improvement, operational efficiency, service growth, and long-term client success.
• Perform other related tasks as required.

Job Requirements

• A Bachelor Degree in Computer Science/Engineering, Science, IT, Engineering or related field.
• Minimum 8 years of progressive IT experience, including at least 5 years in a senior operations, IT service delivery, or technology management role within a managed services, IT solutions, or consulting environment.
• Proven track record of successfully managing and delivering multiple concurrent IT infrastructure, cloud, and business technology projects with accountability for scope, budget, timelines, and stakeholder engagement.
• Strong experience managing enterprise IT operations, including service delivery, SLA governance, incident management, operational reporting, and continuous service improvement across multiple client environments.
• Demonstrated experience overseeing vendor-managed services, particularly Microsoft Azure Virtual Desktop (AVD) or similar cloud-based end-user computing platforms, with responsibility for vendor governance and performance management.
• Experience managing software licensing, Microsoft 365 and Azure subscriptions, vendor relationships, contract governance, procurement, and technology asset compliance.
• Solid understanding of cybersecurity operations, including vulnerability management, incident response, identity and access management, and security governance aligned with industry standards and regulatory requirements.
• Strong working knowledge of Microsoft Azure, Microsoft 365, Azure Virtual Desktop, Microsoft Entra ID, Microsoft Intune, Exchange Online, and Microsoft Defender.
• Proficiency in project management methodologies such as Agile, Waterfall, and hybrid delivery models, supported by experience using tools such as Microsoft Project, Jira, Smartsheet, or equivalent.
• Excellent leadership, communication, stakeholder management, and client engagement skills, with the ability to build trusted relationships, influence senior stakeholders, and deliver strategic technology advice in a client-facing environment.