General Manager, IT Service Operations

You will lead and optimize the organization’s core IT Service Operation functions, ensuring consistent stability, performance, and reliability of IT Services across Equity Group. You will provide strategic direction and operational leadership for seamless service delivery, continual process improvements, and alignment with organizational goals. You will oversee the Service Monitoring Center, Service Desk, Major Incident Management, and Problem Management in a 24x7 environment.

• Strong understanding of ITIL v4

• Working knowledge of monitoring tools and IT Service Management platforms

• Familiarity with infrastructure components, networking, cloud environments, and enterprise systems

• Experience in vendor and SLA management

• Problem solving capabilities

• Strategic thinking with hands-on execution capabilities

• Strong leadership and team development skills

• High resilience and ability to manage pressure during critical incident situations

• Excellent communication and stakeholder engagement skills

• Analytical mindset with the ability to interpret performance data and drive decisions

• Crisis and conflict management

• Results-driven with a mindset for continuous improvement

• Proactive and customer-focused approach to service delivery

• Customer-centric mindset with a passion to deliver value and improved service experience

• Experience in managing and leading teams to successfully deliver outcomes within defined time frames

• Capable of multi-tasking, good time management and prioritization of workload

• University degree in Information Technology, Computer Science, Engineering, or a related discipline

• 10–15 years of experience in IT Operations, with at least 3-5 years in a senior leadership role

• Proven experience managing Service Desk, Service Monitoring Center operations and ITIL-based operations in large-scale or enterprise environments

• Must have ITIL v4 Certification

• Hands-on experience in handling major incidents, root cause analysis, and 24x7 IT support functions

• Strong understanding of infrastructure monitoring, escalation protocols, and incident command structures

• Excellent skills in communication, decision-making, and influencing at executive levels

• Experience managing geographically distributed teams

• PMP / PRINCE2 Certification is a plus

• Exposure to cloud-based operations (AWS, Azure) and DevOps practices is advantageous

• Strong understanding of IT infrastructure components including hardware, databases, operating systems, LANs, WANs and transaction processing systems

• Experience managing vendor relationships and complex projects

• Unix/Linux & CCNA Certification is an added advantage

• Champion a culture of innovation, collaboration, and data-driven decision-making within IT Service Operations teams