IT Operations Manager

IT Operations Manager

In our world things change by the millisecond
We build the technology that creates amazing moments and better connects ourcustomers. Ready to play your part Join us and Be Phenomenal. Working towardsthe same shared goal of better connectivity our tech teams enjoy a high degreeof freedom. We love hearing ideas and seeing them come to life. With greatresources youll get to be part of a team at the foundations of thetransformation of our business. Who knows what the next innovation will beThats what makes a career at Three so exciting.

Since we set foot in Ireland weve done things differently
Investing in infrastructure we built a network that now connects 2.2 millioncustomers nationwide carrying more data than all alternativetelecommunications providers combined. We take the script and rip it up werea big-hearted energetic bunch striving for a better connected life. Weencourage our employees to face their weaknesses to really open themselves upto new tasks and projects in a super-charged and rich learning environment. Wewant you to become the best version of yourself.

Join us as a IT Operations Manager
The IT Operations Manager will be responsible for the day-to-day managementstability and performance of our MVNO platform. The role ensures servicesaremanagedmonitored controlled and improved so the platformdelivers a stable and customer-focused experience in line with Enterprise IT& Services Tribe objectives.

The role willmanage the operational stability and performanceofApplicationsdelivered to the business while liaising with widerTechnology area Three Business andTechnologysuppliers.

Key Responsibilities

• Own and manage the operational delivery and service assurance of MVNO-facing platforms ensuring stable high-performing services aligned to agreed SLAs and customer experience outcomes.
• Responsible for defining managing and governing operational metrics with partners for all MVNO services ensuring full alignment to business objectives and customer requirements.
• Provide expert leadership and management oversight during high-impact incidents (including non-P1/P2 where business priority dictates) ensuring effective resolution execution of corrective actions and completion of post-incident reviews and lessons learned.
• Responsible for end-to-end vendor and partner management ensuring MSPs and internal teams deliver in line with contractual obligations service levels and performance expectations.
• Manage and strengthen strategic relationships across internal teams MSPs and MVNO partners driving accountability for customer satisfaction outcomes and ensuring consistent achievement of defined service experience targets.
• Ensure and govern platform availability performance and resilience through proactive monitoring operational leadership and continuous service assurance.
• Oversee and drive service partner performance ensuring adherence to SLAs KPIs and operational processes (incident problem and change management). Initiate and lead continuous improvement initiatives to deliver best-in-class service performance.
• Lead performance governance and reporting providing clear visibility of KPIs and SLAs to senior stakeholders proactively identifying risks trends and improvement actions.
• Manage and control operational expenditure (Opex) ensuring cost optimisation while maintaining service quality and meeting operational objectives.
• Own operational readiness for all releases and changes including impact assessment readiness validation go-live governance and post-release service stability monitoring.

Must Have

• Bachelors degree inIT or related fields.
• ITIL Qualification (Intermediate certificate desirable)
• Experience in an IT Operations or Service delivery role within a multi stakeholder and vendor environment
• Experience managing large IT Managed Service contracts.
• Exceptional ability to motivate and influence key contacts and decision makers required.
• Previous experience working in an Agile environment
• Proven negotiation skills and ability to influence others at different levels.
• Proven track record in striving for continuous improvement and driving efficiencies whilst maintaining high levels of customer satisfaction.
• Proven team player in working with ones peers to ensure that delivery of service is timely efficient and of high quality.
• Excellent verbal written communication and presentation skills together with the ability to deliver to Leadership Squad level.
• Proven commercial awareness and a track record of working with multinational vendors / partners.
• Experience in creating a high performance culture through target setting performance evaluation and employee engagement.

Nice to Have

• Practical financial budget experience and a track record of management experience operating at a high level in the organization.
• Project Management capabilities with ability to plan initiate monitor and implement projects within a team.
• Appreciation of how technology can improve business processes

Benefits of Working at Three

• Flexible working with our new Hybrid model our employees will enjoy more flexibility working from home and our office locations (3 days per week office based). Please see job description for the office location of this role.
• Competitive salary annual performance bonus & pension contribution
• 25 days holidays plus 2.5 company days
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance phone & laptop subsidized canteen
• Access to learning & development tools such as Coursera
• Free on-site parking

Theres a lot more to us than meets the eye.
You may think you know us but were full of surprises. IntriguedJoinus andBePhenomenal.
Apply now at: #Jobs

At Three we are committed to equity diversity and inclusion. As Irelandslargest mobile telecommunications provider we provide a better connected lifefor our diverse customer base and want our teams to reflect this. We welcomeand celebrate all identities and strive to create a culture of belonging whereemployees can thrive as their authentic selves. If you do not tick every boxin this job description you likely have other valuable skills that would makeyou a great fit for one of our teams. If you feel this role is for you thenplease apply! #Jobs

If you require reasonable adjustments for your interview please let usknow when scheduling your interview or alternatively please Apply now at Three a Phenomenal career awaits!

Required Experience:

Manager