Senior Manager - IT (Applications)

Job Function

Information Technology (IT)

Job Summary

The Head of Application IT Service Operations is responsible for the end-to-end stability, performance, and continuous improvement of the organization's business-critical applications in production. This role owns the operational lifecycle of applications post-go-live — incident, problem, and change management — ensuring service levels are met, risks are proactively managed, and the application landscape supports business objectives reliably and efficiently.

This is a senior leadership role that bridges business stakeholders, application development/vendor teams, and infrastructure operations to deliver a seamless, high-quality service experience.

Job Responsibilities/Key Tasks(External)

Set Strategy & Service Standards

- Establish the vision required to provide IT service delivery

- Develop an IT service delivery roadmap including in-house or outsourcing delivery model, aligned with the overall IT strategy

Optimise IT Operations & Support Performance

- Set direction for continuous improvement of operational procedures and customer experience

- Define the performance metrics

Provide Expert Advice

- Provide clients with high-level advice on large IT transformations and optimal future state of IT

- Guide project teams on complex client engagements

Set Standards & Governance

- Develop disciplnes and drive conformance to organisation's standards and systems

- Oversee the alignment of design of processes to local statutory regulations

Manage Third Parties

- Lead the efforts to identify the outsourcing partners that meet organisation's requirements

- Oversee negotiation and administration of vendor contracts and service agreements

Manage Department 

- Oversee department management including budgets, forecasting, work allocations and staffing

- Develop staff through ongoing coaching, mentoring and career discussions

Professional Qualifications & Relevant Experience

• Bachelor's degree in Information Technology, Computer Science, or related field;
• Master's degree is an added advantage
• 12+ years of progressive IT experience, with 5+ years in a leadership role managing application support/service operations teams
• Proven experience managing production support for large-scale enterprise applications (e.g., ERP such as SAP, CRM, financial planning/CPM platforms, or similar)
• Strong knowledge of ITIL framework (ITIL v4 certification preferred)
• Demonstrated experience managing outsourced/managed service provider relationships and contracts
• Experience with ITSM tooling (ServiceNow, BMC Remedy, Jira Service Management, or similar)
• Track record of managing 24x7 support operations and major incident management
• Experience operating in a regulated or enterprise environment with data residency/compliance requirements is a plus
• Able to commute to work daliy for work

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