What the role is accountable for
The Operations Integration & Optimisation Manager leads the IOC’s operational coordination and optimisation capability. The role oversees the Operations Support Coordinator teams, governs the transition and take-on of new or changed services into IOC operations, and leads the team responsible for operational data analytics, data modelling, AI-enabled insights, reporting, dashboards, SharePoint solutions, Power Automate flows and broader workflow automation across the relevant business units. Using reliable operational data and appropriately governed analytical and AI models, the role identifies and implements improvements in processes, capacity, resource scheduling, service performance and cost efficiency. The incumbent ensures that services entering the IOC are supportable, measurable, controlled and aligned to agreed operating standards, while providing management with actionable intelligence, predictive insights and governed digital workflows that improve decisions and operational outcomes.
Role reporting
Service Delivery Manager / IOC Head
A typical day may include
Operations Support Coordination
- Lead the Operations Support Coordinator teams responsible for daily operational control, work allocation, queue and ticket coordination, SLA visibility, escalations and major-incident support.
- Establish standard operating procedures, coverage models, handovers, shift controls and management routines that enable consistent IOC execution.
Service Transition & IOC Take-on
- Govern the operational transition and take-on of new customers, services, solutions and project deliverables into the IOC.
- Coordinate readiness assessments covering scope, support model, SLAs, processes, tools, access, monitoring, documentation, knowledge transfer, resources, escalation paths, asset information and CMDB requirements.
- Ensure gaps are resolved or formally accepted before go-live and that post-transition stabilisation actions are tracked to closure.
Operational Intelligence, Reporting & Dashboards
- Lead the operational intelligence team responsible for data quality, analytics, data modelling, AI-enabled insight, management reporting, dashboards and decision support across the relevant business units.
- Define common KPIs, data standards, reporting logic, semantic models and governance so that operational performance is measured consistently and transparently.
- Develop and prioritise practical AI and analytical use cases for forecasting, demand prediction, anomaly detection, workload classification, resource planning, scheduling and service-risk identification.
- Ensure AI and data models are documented, tested, monitored and governed for accuracy, bias, security, privacy, explainability, human oversight and appropriate use.
- Convert operational data into descriptive, predictive and prescriptive insight on demand, backlog, SLA trends, resource utilisation, capacity, service risk, cost and customer impact.
Automation, Scheduling & Optimisation
- Own the operational improvement pipeline and prioritise AI, data-modelling, SharePoint, Power Automate, dashboard, workflow-automation and process initiatives that deliver measurable value.
- Oversee the design, development, testing, deployment, support and lifecycle management of governed AI models, analytical solutions, SharePoint sites, lists, libraries, forms and automated workflows used by the IOC and relevant business units.
- Establish governance for data sources, model ownership, access, approvals, data quality, security, privacy, change control, documentation, support and continuity of AI, SharePoint and Power Automate solutions.
- Use demand, workload, skills, location, travel, historical patterns and service-priority data to improve forecasting and resource scheduling, reduce avoidable cost and increase productive utilisation.
- Track model performance, benefits, adoption, controls and sustained outcomes for implemented improvements and digital workflows.
Cross-BU Integration & Continual Improvement
- Partner with Service Delivery, Operations Managers, PMO, Customer Success, technical teams and business units to standardise operational practices without duplicating BU delivery ownership.
- Maintain a governed continual-improvement register, facilitate root-cause and performance reviews, and escalate systemic risks or barriers.
Qualifications we look for
Essential Qualifications:
- Grade 12 or equivalent.
- Relevant diploma or degree in Information Technology, Engineering, Operations Management, Data Analytics, Business Management or a related discipline.
- ITIL Foundation certification with practical experience in service operations, transition and continual improvement.
- Demonstrable knowledge of operational reporting, data analysis, dashboards and process automation.
Preferred Qualifications:
- ITIL Managing Professional, Strategic Leader or equivalent advanced service-management certification.
- Certification or formal training in Power BI, Microsoft SharePoint, Power Automate, Microsoft Power Platform, data modelling, artificial intelligence, machine learning, data analytics, Lean, Six Sigma, process improvement, automation or business analysis.
- Project, change-management or service-transition training.
Experience we look for
- Functional: 8–10 years of relevant experience, including at least 3–5 years in a management or team-leadership role
- Substantial experience in managed services, service operations, an IOC/NOC/service-desk environment or complex multi-BU operational delivery.
- Proven leadership of operational coordination, service-control, scheduling or support teams.
- Demonstrated experience transitioning or onboarding new services, customers or project outcomes into live operations.
- Experience leading operational data analytics, data modelling, AI-enabled use cases, service reporting, dashboards, KPI governance or operational intelligence capabilities.
- A track record of overseeing or implementing SharePoint solutions, Power Automate flows, process improvements and workflow automation that deliver measurable cost, capacity or productivity benefits.
- Practical experience using demand, workload, utilisation and skills data to improve resource planning and scheduling.
- Experience influencing Operations Managers, Service Delivery, technical teams and business-unit stakeholders without displacing their delivery accountability.
How the role raises the bar
Operational Integration, Data & Optimisation
- Strong command of ITIL practices, service transition, operational readiness, service operations and continual improvement.
- Ability to define and govern KPIs, data standards, dashboards, reporting logic and operational performance measures.
- Strong analytical and data-modelling capability to translate operational data into descriptive, predictive and prescriptive insights, interventions and measurable benefits.
- Practical process-mapping, root-cause analysis, workflow design, automation and benefits-realisation skills.
- Ability to optimise capacity and scheduling using demand, skills, location, priority, utilisation and cost data.
- Working knowledge of service-management platforms, CMDB, reporting tools, Power BI, SharePoint, Power Automate, Microsoft Power Platform, AI tools, data-modelling methods and responsible model-governance practices.
Leadership, Governance & Collaboration
- Strong people leadership, coaching, prioritisation and performance-management capability across operational and analytical teams.
- Ability to establish governance and standards while respecting BU ownership of technical delivery and customer commitments.
- Credible facilitation and influencing skills across executives, Service Delivery, PMO, Operations Managers, technical teams and business units.
- Disciplined governance, escalation, risk management, action tracking and follow-through.
- Strong executive communication and storytelling with data, including concise recommendations and transparent reporting.
- Commercial awareness and a sustained focus on customer outcomes, cost efficiency, service quality and operational scalability.
