ICT Operations Manager

About the role

The ICT Operations Manager leads the day‑to‑day delivery of IT infrastructure, services and application support. You will translate strategic direction into reliable, secure operations while managing both the Operations and Application Support teams.

Key responsibilities

• Oversee daily operations of Windows and Linux servers, virtualization, storage, Microsoft 365 and Azure environments.
• Ensure system availability, resilience and performance against agreed service levels.
• Manage the full lifecycle of infrastructure – upgrades, patching and policy compliance.
• Lead L1‑L3 support and endpoint management using ManageEngine tools.
• Monitor SLA compliance, MTTR and user satisfaction, applying ITIL 4 practices.
• Maintain a service catalogue and runbooks aligned with governance frameworks.
• Supervise network infrastructure, firewall management, threat monitoring and traffic analysis.
• Conduct vulnerability assessments, risk controls and security incident response.
• Oversee identity and access management processes.
• Direct the Application Support team for Business Central (ERP), Dynamics 365 (CRM) and in‑house applications.
• Coach, develop and evaluate direct reports, driving workforce planning and knowledge sharing.
• Manage vendor relationships and support procurement activities.

Required profile

• Strong leadership with a hands‑on approach to team coaching and performance management.
• Deep understanding of ITIL 4 processes and service continuity.
• Proven experience managing complex, multi‑technology environments.

Required skills

• Windows Server administration
• Linux server administration
• Virtualisation technologies
• Storage solutions
• Microsoft 365
• Microsoft Azure
• ManageEngine suite
• ITIL 4 framework
• Network and firewall management
• Vulnerability assessment and risk management
• Identity and access management
• Business Central (ERP)
• Dynamics 365 (CRM)