- oversee the operational support of systems within the HR and related application landscape
- strong service management, coordination, and communication capabilities
- English
We are looking for an
IT Operations Manager to take ownership of the
HR applications ecosystem , ensuring flawless service delivery across the region.
Key Responsibilities 1. Service & Incident Management - Own and drive IT service management processes including Incident, Service Request, Change, and Problem Management .
- Ensure incidents are resolved within defined SLAs and escalate as needed.
- Monitor recurring operational issues, especially related to data integrations
2. Support Coordination - Coordinate the daily activities of application vendors, external consultants, and internal IT support teams .
- Track and monitor SLA performance; ensure accountability and clear role definition across all support parties.
- Follow up on response and resolution times, escalating operational roadblocks when necessary.
3. Stakeholder Communication - Act as the primary point of contact for business stakeholders , particularly the HR department.
- Provide consistent updates regarding system incidents, planned changes, downtime, and service impact.
- Align business expectations with technical teams to ensure clarity and operational consistency.
4. Process Governance & Continuous Improvement - Ensure that ITSM processes are followed across the support ecosystem.
- Identify gaps or inefficiencies in current processes and propose improvements.
- Support the onboarding of new vendors or enhancements to the operational support model.
Required Skills & Experience - Experience in IT Operations , Application Support Management , or Service Management roles.
- Strong knowledge of ITSM frameworks (Incident, Change, Problem, Request Management).
- Proven experience coordinating across multiple vendors and internal teams .
- Familiarity with HR systems, integrations, or workflow processes is a strong advantage
Languages Soft Skills - Excellent communication and leadership abilities
- Strong problem-solving and prioritization
- Highly structured, organized, and process-oriented
- Comfortable interacting with both business and technical stakeholders