Hybrid Operations Manager at Qode

Education: Bachelor’s degree in information technology, Engineering, Security, Science, or related field

 

·        Service Delivery Oversight: Oversee the delivery of managed IT services alongside the Service Delivery Manager, ensuring all client SLAs and KPIs are consistently met or exceeded. Monitor service desk performance, incident response, and escalation processes to guarantee a world-class client experience.

·        Engineering Leadership: Working with the Engineering Manager to oversee engineering teams responsible for infrastructure, cloud, and application support. Track and drive engineering-related statements of work for new/expanded client services.

·        IT Asset Management: Direct the lifecycle management of all IT assets, including procurement, deployment, tracking, and decommissioning. Ensure compliance with licensing, regulatory, and security requirements.

·        Security Services: Under the direction of the Head of Security Operations, oversee the daily operations of the Security Team, ensuring effective implementation and maintenance of cybersecurity controls, tools, and services across the MSSP client base. Collaborate with the Service Desk and Engineering Divisions to deliver integrated, managed security solutions. Allocate resources to support ongoing Risk & Compliance Division activities and audits.

·        Quality Assurance: Work with the Quality Assurance Manager to develop and enforce quality assurance standards and processes. Regularly review operational metrics, conduct root cause analyses, and implement corrective actions to drive continual service improvement.

·        Process & Policy Development: Design, document, and refine operational procedures and SOPs. Champion ITIL and industry best practices to optimize efficiency and consistency across all service areas leveraging Kaizen principles to drive service improvement and repeatable outcomes.

·        Client Communication & Relationship Management: Serve as a primary Operations/Delivery point of contact for clients, ensuring clear, timely, and appropriate communication. Exercise sound judgment in determining what information to share, balancing transparency with discretion.

·        Team Leadership & Development: Build, mentor, and motivate high-performing cross-functional teams. Foster a culture of accountability, collaboration, and continuous learning.

·        Strategic Planning & Reporting: Collaborate with executive leadership to set operational goals, budgets, and long term strategies. Provide regular reporting on performance, risks, and improvement initiatives.