Business Operations Manager IT ESM CoE

We are seeking a strategic and hands-on leader to oversee the development implementation and lifecycle management of Enterprise Service Management (ESM) applications primarily focusing on ServiceNow and Atlassian platforms. The ideal candidate will be responsible for aligning technology solutions with business needs driving process improvements and leading a high-performing team of technical experts and business analysts.

Key Responsibilities:

• Platform Ownership:
  Oversee the full lifecycle of ESM platforms including ServiceNow and Atlassian ensuring their alignment with business goals and service excellence standards.
• Strategic Collaboration:
  Partner with management and key stakeholders to define and prioritize business needs ensuring platforms evolve in line with organizational goals.
• Team Leadership:
  Lead mentor and develop a diverse team of technical professionals including software engineers/consultants and business analysts fostering a culture of innovation collaboration and continuous improvement.
• Project Management:
  Define and manage project plans budgets and timelines ensuring on-time delivery of ESM initiatives with measurable impact.
• Stakeholder & Vendor Management:
  Build and maintain strong relationships with stakeholders and external suppliers to support service delivery and optimize value from vendor engagements.
• Cross-Functional Coordination:
  Facilitate effective communication and collaboration across internal departments to drive integration and consistency in service management practices.
• Scrum Partnership:
  Work closely with the Scrum Master to ensure agile practices are effectively applied and continuously improved.
• Process Optimization:
  Analyze and enhance operational processes to improve user experience streamline workflows and ensure platform scalability and efficiency.
• Risk & Compliance Management:
  Identify risks related to ESM services and implement proactive measures to mitigate disruptions ensuring business continuity and compliance with relevant standards.
• Performance Monitoring:
  Analyze service performance and capacity metrics to ensure optimal system health and responsiveness.
• Release & Maintenance Oversight:
  Overlook and supervise routine system maintenance upgrades and releases across supported platforms.
• Documentation Management:
  Ensure up-to-date comprehensive documentation of processes configurations and services within the ESM portfolio.

Qualifications :

To be successful you will have:

Required:

• A Bachelors degree in Information Technology Business Administration Computer Science or a related field is required.
• A postgraduate qualification (MBA or relevant Masters degree) is considered an advantage.

Experience:

• Minimum of 7 years of relevant experience in a similar role including managing business operations IT service management or enterprise platform management.
• At least 3 years of proven experience in managing high-performing teams including workload distribution coaching and conducting performance reviews.
• Hands-on experience with ServiceNow and Atlassian platforms (e.g. Jira Confluence) with a track record of platform ownership and optimization.
• Demonstrated success in leading cross-functional projects in an agile environment (Agile Project Management and Scrum Master experience preferred).
• Strong background in vendor management process improvement and stakeholder engagement.

Competencies:

• Outstanding leadership and organizational skills; Excellent communication skills; Excellent problem-solving and conflict management ability; Ability to prioritize and multi-task; Proven ability to manage and execute projects Experience in drafting and supporting client proposals consulting skills beneficial

Leadership & Management Skills:

Core Management Skills:

• Manage day-to-ay operations workload distribution and the performance of direct reports to ensure seamless service delivery.
• Conduct regular one-on-one meetings performance reviews and career development discussions to support employee growth and engagement.
• Address team issues proactively while ensuring alignment with organizational goals and values.
• Provide coaching guidance and support to enhance individual and team productivity.
• Ensure compliance with HR policies including managing leave training needs and initiating performance improvement plans when necessary.

Soft Skills:

• Communication Skills: Clearly convey expectations provide timely feedback and maintain open lines of communication with team members and stakeholders.
• Coaching and Mentoring: Offer guidance and support to help team members grow in their roles and careers.
• Problem Solving: Tackle challenges thoughtfully and efficiently balancing team dynamics performance needs and business priorities.
• Accountability: Take ownership of team deliverables and cultivate a results-oriented culture.
• Time Management and Organization: Balance multiple responsibilities effectively supporting both team productivity and personal leadership tasks.
• Empathy: Demonstrate emotional intelligence in understanding and responding to the needs of team members.
• Leadership and Influence: Inspire and guide teams toward achieving shared goals while modeling values and integrity.
• Conflict Management: Address and resolve interpersonal issues constructively to promote a respectful and collaborative environment.
• Decision Support: Provide strategic input based on team performance and frontline insights to support business decisions. Make timely people-conscious decisions aligned with organizational impact.

Additional Information :

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.

Remote Work :

No

Employment Type :

Full-time