Ict operations lead

Operations Lead

Permanent (Full-Time), Hybrid (3 days at office, 2 days at home), Salary: $140,000 - $155,000 Total Remuneration Package.

The Operations Lead is accountable for implementing, governing, and ensuring compliance of service management practices (such as ITIL) across all IT applications, systems, and infrastructure. Supported by third‐party managed service providers (MSPs) and internal business teams, this role ensures the high availability of IT systems and serves as the primary Incident Manager for high or critical incidents during and after business hours on a rotational basis.

• ITIL Governance & Process Standardisation: Own the development, implementation, compliance, and reporting of ITIL processes across all IT systems, ensuring consistent service management practices across internal teams and external vendors.
• 24/7 Major Incident Response & System Availability: Serve as the primary escalation point and rotation‐based manager for major incidents to maintain maximum availability of IT systems, complementing day‐to‐day delivery of client‐facing support hubs.
• Vendor SLA Accountability & Disaster Recovery Readiness: Actively manage external vendors against SLAs and ensure Disaster Recovery and Business Continuity (DR/BCM) protocols are fully operational and ready for deployment.

• ITIL Framework Expertise: Practical experience and qualification (ITIL Foundation/Practitioner) in establishing, executing, and governing key service management processes including Incident, Problem, Change, and Release management.
• Major Incident Management: Demonstrated capability to lead responses to critical incidents during high‐stress situations, ensuring alignment with emergency standards such as the General Emergency Management Standard (GEMS).
• Service Management Tools & CMDB Proficiency: Hands‐on technical experience working with enterprise service management platforms (e.g., ServiceNow) and managing Configuration Management Databases (CMDB) or asset inventories.
• Vendor & MSP Performance Governance: Extensive experience monitoring, managing, and holding third‐party Managed Service Providers (MSPs) and vendors accountable against established Service Level Agreements (SLAs).
• Disaster Recovery & Business Continuity (DR/BCM): At least five years of experience ensuring DR and BCM management services are successfully implemented in the event of a disaster.
• Commercial & Procurement Acumen: Strong understanding of commercial processes to manage vendor compliance, escalations, and align with corporate procurement standards.

• Associate Degree or Diploma relevant to Operations, Systems, or Business Administration.
• Relevant experience in IT operations, service management, or a related field.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.