Chief IT Operations Manager

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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