Senior Operational Officer IT OPS

We are seeking a Senior Operational Officer to strengthen our IT Operations organization and drive operational transformation across a complex, multi-vendor environment. This strategic role is focused on establishing and continuously improving the operational governance, processes, and service integration required to support a modern IT operating model.

The successful candidate will possess extensive experience in IT Operations, with a strong background in Service Integration and Management (SIAM), ITIL 4, operational governance, and service management. Working closely with service managers, operational teams, suppliers, architects, and business stakeholders, the role is responsible for ensuring that operational processes are standardized, governance is effectively implemented, and services are delivered consistently across multiple providers.

A key responsibility is to support the evolution of the IT operating model by defining governance frameworks, coordinating cross-functional operational initiatives, and driving process improvements across the IT service lifecycle. The role also plays a central part in transition activities, ensuring that new services, suppliers, and operational responsibilities are introduced into the organization in a controlled and structured manner, while maintaining service continuity and operational stability.

Success in this role depends on combining strategic thinking with operational execution, enabling collaboration across internal teams and external suppliers while fostering a culture of continuous improvement, accountability, and operational excellence.

Key responsibilities

• Support the Head of IT Operations in defining, implementing, and continuously evolving the IT Operations strategy and operating model to achieve operational excellence.
• Design, establish, and maintain governance frameworks, operational processes, and decision-making structures across the IT Operations organization.
• Drive the implementation and continuous improvement of Service Integration and Management (SIAM) principles, ensuring effective collaboration across internal teams and multiple service providers.
• Promote and embed ITIL 4 best practices across the IT service lifecycle, improving process maturity, service quality, and operational efficiency.
• Lead operational transformation initiatives, identifying opportunities for process optimization, automation, standardization, and continuous service improvement.
• Establish governance forums, performance reporting, and operational review meetings to monitor service performance, risks, compliance, and improvement initiatives.
• Define and monitor operational KPIs, SLAs, OLAs, and supplier performance metrics, ensuring contractual obligations and service commitments are consistently achieved.
• Coordinate operational activities across internal stakeholders, outsourcing partners, and offshore teams to ensure effective service integration and delivery.
• Lead the operational onboarding of new suppliers and services, ensuring governance, processes, documentation, tooling, and responsibilities are fully integrated into the operating model.
• Coordinate service transition activities, including operational readiness assessments, knowledge transfer, documentation validation, service acceptance, and the controlled handover of services to operational teams.
• Ensure transition activities are executed with minimal disruption to business operations by proactively managing risks, dependencies, issues, and stakeholder communication throughout the transition lifecycle.
• Support contract governance by monitoring supplier compliance, operational deliverables, service quality, and contractual commitments throughout the service lifecycle.
• Prepare management reports, operational dashboards, and executive presentations to support decision-making and provide visibility into operational performance, transformation progress, and governance outcomes.
• Act as a trusted advisor to the Head of IT Operations, contributing to strategic planning, organizational transformation, operational governance, and continuous improvement initiatives.

Required Skills & Qualifications

• Extensive experience in IT Operations within complex enterprise environments.
• Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL 4, and their practical application.
• Proven experience implementing and operating Service Integration and Management (SIAM) principles in multi-vendor environments.
• Experience designing and implementing IT operating models, governance frameworks, and operational processes.
• Demonstrated experience managing operational transformation initiatives involving multiple stakeholders and suppliers.
• Strong knowledge of supplier governance, contract management, service integration, and o