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Chief IT Operations Manager

Chief IT Operations Manager

beBeeOperationsAlcoy, Comunidad Valenciana, España
Hace 8 días
Descripción del trabajo

Overview

Job Opportunity - We are seeking a skilled IT Operations Team Lead to head our operations center. Based in Alicante with regular travel to Madrid, this role involves leading a new team and fostering a high-performance culture through mentoring, clear objectives, and training plans.

Responsibilities

  • Team Leadership & Development : Build, structure, and grow the IT operations team by focusing on key performance indicators and incident analysis.
  • Process Optimization : Continuously monitor and improve operational processes using quality metrics and incident analysis.
  • Critical Incident Management : Act as the main escalation point for high-impact incidents and coordinate level 3 crisis responses.
  • Performance Management : Maintain and improve existing KPIs and SLAs, oversee tracking reports, trend analysis, and post-incident reviews.
  • Technology & Automation : Identify and implement automation initiatives and integrate emerging technologies such as AI, bots, and machine learning.
  • Audit & Compliance : Lead internal and external audits of the incident management framework and ensure compliance with standards such as ISO, ITIL, COBIT.
  • Customer Focus & Collaboration : Promote a customer-oriented mindset and encourage cross-functional collaboration to ensure operational excellence.

Requirements

  • Solid experience managing critical incidents in environments such as phone banking, customer service systems, or transactional platforms.
  • Proven leadership in 24 / 7 on-call team structures.
  • Ability to act quickly and effectively in changing situations.
  • Experience managing vendors and coordinating with third parties.
  • IT-related education or equivalent experience.
  • Fully proficient in Spanish and English, both spoken and written.

    • Key Competencies

  • Proactivity, collaboration, and resilience in demanding environments.
  • Excellent communication skills and customer orientation.
  • Strong organizational skills, responsibility, and ability to structure teams.
  • Ability to prioritize and manage multiple tasks under pressure.

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    It Manager • Alcoy, Comunidad Valenciana, España