IT Operations Manager

Job Description:
Purpose
The IT Operations Manager is an essential contributor to the Idemia's strategic vision by aligning technology operations with business objectives and enhancing the overall customer experience. This is a critical leadership position that demands strategic thinking, a data-driven mindset, and the ability to solve complex challenges through innovative solutions.

The role requires both independent leadership and close collaboration within cross-functional project teams, with a strong focus on driving operational excellence and ensuring seamless service delivery.

The IT Operations Manager is responsible for overseeing the organization's IT infrastructure, digital applications, and day-to-day operational performance. This includes ensuring all IT systems, services, networks, and platforms are stable, secure, scalable, and fully aligned with the goals of the business.

The ideal candidate will bring deep technical expertise, proven leadership in IT operations, and a passion for delivering continuous improvement, innovation, and high-impact results.

Key Missions
*Management:*

• Develop and mentor Team Leads and Managers to build a performance-driven culture.
• Lead and manage cross-functional operational teams across departments.
• Set departmental goals and KPIs aligned with company strategy.
• Facilitate communication and collaboration between departments to ensure alignment and accountability.
• Represent the operations function in executive meetings, Governances with BU and strategic planning.
• Collaborate with TOP management to develop and implement IT strategies and initiatives.

*Operations:*

• Oversee day-to-day business operations to ensure consistent, efficient execution across all functions and BUs.
• Ensure Support and Service delivery, product and application quality and operational performance meet or exceed standards.
• Create and enforce standardized procedures, workflows, and performance benchmarks.
• Ensure compliance with legal, regulatory, and safety and security requirements.
• Ensuring IT policies and procedures to ensure the security and integrity of the organization's IT systems and data.
• Work with HR and legal teams to ensure labor practices and workplace operations are compliant and effective.
• Responsible for driving and resolving high-priority issues and problems, ensuring that they are resolved in a timely and efficient manner but also that the overall level of service provided to the organization is maintained at a high level.
• Analyze business processes and workflows to identify inefficiencies and bottlenecks.
• Drive initiatives that enhance customer experience, operational speed, and scalability.
• Conduct performance reviews of tools, vendors and internal processes to determine optimization areas.
• Ensure SOPs and policies are up-to-date and reflective of best practices.
• Define and regularly tracks key performance indicators (KPI) and SLA compliance for the IT Operations Organization.

Automations

• Identify and drive the implementation of automation opportunities across workflows, processes and support activities.
• Lead the integration of technology platforms and Monitoring optimization tools.
• Collaborate with IT and digital transformation teams to enhance system capabilities.
• Use data and analytics platforms to drive insight-based decision-making.

Budget & Cost Control

• Monitor CAPEX and OPEX performance against plans and identify areas for savings.
• Develop, monitor, and manage annual operational budgets and forecasts.
• Establish cost-control measures to reduce operational waste and maximize resource use and delivery efficiency.
• Oversee procurement strategies to ensure cost-efficiency without compromising quality.
• Prepare financial and operational reports for senior leadership and recommend adjustments.

*Technical Skills
Profile & Other Information*

• Strong knowledge of IT infrastructure and operations, including network and server administration, storage systems, and data center operations.
• Strong track record in incident, problem, and change management, with hands-on involvement in major incident resolution and root cause analysis.
• Background in disaster recovery planning, business continuity, and cybersecurity collaboration.
• Knowledge of Network architecture and protocols.
• Knowledge of Cloud platforms and services.
• Knowledge of Server and storage systems management (Windows, Linux) and virtualized environments (VMware, Hyper-V).
• Familiarity with monitoring and ITSM tools, such as Centreon, Grafana, Zabbix, JIRA, Remedy etc.
• Experience with automation and scripting languages, such as PowerShell, Python or Bash.
• Familiarity with DevOps practices, CI/CD pipelines and container technologies (e.g., Docker, Kubernetes) is a plus.

*Competencies / Soft Skills*

• Leadership and management expertise: Strong ability to lead teams, build collaboration, delegate tasks efficiently, and foster positive interpersonal relationships.
• Exceptional communication skills, with the ability to influence and interact effectively at all organizational levels, including executive leadership.
• Strategic mindset with a solid vision of business operations and a talent for aligning technology initiatives with organizational objectives.
• Excellent analytical and decision-making skills: Adept at evaluating data to make informed decisions and drive strategic outcomes.
• Highly adaptable and resilient: Demonstrates flexibility in responding to shifting priorities and requirements, thriving under pressure in dynamic, fast-paced environments.
• Strong multi-tasking ability: Capable of managing shifting priorities while ensuring continuous progress, effectively organizing, and completing projects within set deadlines.
• Performance-driven: Consistently meets or exceeds performance targets, including customer satisfaction, productivity, and work quality.
• Customer-focused: Skilled in managing customer expectations and delivering exceptional service to both internal and external stakeholders.
• Project management expertise: Proficient in planning, organizing, and overseeing multiple projects, ensuring resources are effectively utilized and deadlines are met.

Profile Description:
Technical skills

• Kknowledge of IT infrastructure and operations, including network and server administration, storage systems, and data center operations.
• Strong track record in incident, problem, and change management, with hands-on involvement in major incident resolution and root cause analysis.
• Background in disaster recovery planning, business continuity, and cybersecurity collaboration.
• Knowledge of Network architecture and protocols.
• Knowledge of Cloud platforms and services.
• Knowledge of Server and storage systems management (Windows, Linux) and virtualized environments (VMware, Hyper-V).
• Familiarity with monitoring and ITSM tools, such as Centreon, Grafana, Zabbix, JIRA, Remedy etc.
• Experience with automation and scripting languages, such as PowerShell, Python or Bash.
• Familiarity with DevOps practices, CI/CD pipelines and container technologies (e.g., Docker, Kubernetes) is a plus.

*Competencies / Soft Skills*

• Leadership and management expertise: Strong ability to lead teams, build collaboration, delegate tasks efficiently, and foster positive interpersonal relationships.
• Exceptional communication skills, with the ability to influence and interact effectively at all organizational levels, including executive leadership.
• Strategic mindset with a solid vision of business operations and a talent for aligning technology initiatives with organizational objectives.
• Excellent analytical and decision-making skills: Adept at evaluating data to make informed decisions and drive strategic outcomes.
• Highly adaptable and resilient: Demonstrates flexibility in responding to shifting priorities and requirements, thriving under pressure in dynamic, fast-paced environments.
• Strong multi-tasking ability: Capable of managing shifting priorities while ensuring continuous progress, effectively organizing, and completing projects within set deadlines.
• Performance-driven: Consistently meets or exceeds performance targets, including customer satisfaction, productivity, and work quality.
• Customer-focused: Skilled in managing customer expectations and delivering exceptional service to both internal and external stakeholders.
• Project management expertise: Proficient in planning, organizing, and overseeing multiple projects, ensuring resources are effectively utilized and deadlines are met.