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ICT Manager
Indra Group. Lead the day-to-day management and governance of ICT services supporting NGT .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in ICT Service Management, with a strong focus on managing infrastructure, cloud services, and operational performance. Proven ability to lead multidisciplinary teams, manage SLAs, and ensure business continuity and disaster recovery in mission-critical environments.
Highest-signal resume keywords
ICT Service ManagementMajor Incident ManagementCloud Services ManagementSLA/KPI ManagementITIL v4 Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Infrastructure ManagementCloud Services (AWS, Azure, Google Cloud)Change ManagementIncident ManagementProblem ManagementBusiness ContinuityDisaster RecoveryOperational ReportingService Performance ManagementCrisis Coordination
Soft Skills
Stakeholder ManagementCustomer-Facing SkillsTeam CoordinationCommunication Skills
Tools & Technologies
ServiceNowMaximoITSM Platforms
Certifications & Qualifications
ITIL FoundationITIL Managing ProfessionalISO 20000AWS Certified Cloud PractitionerAzure FundamentalsISO 27001-related Certification
Industry Keywords
TransportationMobilityPublic SectorCritical InfrastructureMulticultural Environments
Tech Stack
Tools & technologiesAWSAzureCloudCyber SecurityITSMServiceNow
About the role
Key responsibilities & impact- Lead the day-to-day management and governance of ICT services supporting NGT
- Act as the primary ICT point of contact for the client on technology-service matters
- Lead and coordinate ICT resources and activities across infrastructure, networks and communications, cloud services and technical operations
- Coordinate with Cybersecurity, Applications, Service Desk and external suppliers and partners
- Maintain oversight of ICT service availability, capacity, stability, resilience and performance
- Monitor and ensure achievement of contractual SLAs, KPIs and PIs, with corrective actions where required
- Prepare and present ICT service reports, dashboards, risks, issues and governance updates
- Provide ICT leadership during Major Incidents and mobilise technical teams and suppliers
- Own and coordinate ICT Problem Management actions
- Identify, assess and manage operational and technological risks
- Coordinate ICT requirements and dependencies for Change, Release and Transition Management
- Ensure infrastructure and ICT services are operationally ready and supportable before Production
- Oversee ICT Business Continuity, Disaster Recovery, resilience and recovery capabilities
- Work with Security on cybersecurity requirements, vulnerabilities, security incidents and remediation
- Work with Applications & Back Office Services on hosting, infrastructure, connectivity, integration and technical dependencies
- Support strategic planning, capacity planning, technology lifecycle, obsolescence and roadmap activities
- Manage ICT supplier performance and contractual deliverables
- Maintain ICT documentation, operational procedures, support arrangements and technical knowledge
- Drive continuous service improvement across ICT service quality, resilience, efficiency and operational performance
Requirements
What you’ll need- Minimum 8 years of experience in ICT service management, IT operations or a comparable technology-service environment
- Minimum 3 years of experience in a position such as ICT Manager, Service Manager, IT Operations Manager or Service Delivery Manager
- Strong experience managing infrastructure, networks, communications, cloud and production technology services
- Proven experience managing outsourced IT services and third-party suppliers
- Experience operating in 24x7 mission-critical environments
- Strong background in Major Incident Management and crisis coordination
- Experience managing SLA/KPI frameworks, service performance and operational reporting
- Experience with cloud-based environments, preferably AWS, with Azure or Google Cloud also relevant
- Strong stakeholder-management and customer-facing skills
- Experience coordinating multidisciplinary technical teams and senior subject-matter experts
- Experience with Change, Release, Incident and Problem Management
- Experience with Business Continuity and Disaster Recovery
- Strong understanding of IT Service Management and ITIL v4 practices
- Understanding of cybersecurity governance and vulnerability management
- Ability to present technical service information clearly at senior management and governance level
- Desirable: experience in transportation, mobility, public sector or critical infrastructure projects
- Desirable: experience working with ticketing, passenger information or transportation management systems
- Desirable: experience in international and multicultural environments
- Desirable: previous experience supporting government agencies or public authorities
- Desirable: experience with ServiceNow, Maximo or comparable ITSM / operational platforms
- Desirable: experience in large-scale systems integration and multi-supplier Managed Services environments
- Preferred certifications: ITIL Foundation, ITIL Managing Professional or ISO 20000, AWS Certified Cloud Practitioner, Azure Fundamentals or equivalent, ISO 27001-related certification
Benefits
Comp & perks- Holidays: 24 days per annum + Irish bank holidays (options to buy/sell days)
- Pension – 7% employee and 7% employer
- Private medical insurance (including dental & optical)
- Flexible/hybrid working options
- Charitable initiatives
- Learning and development programs
- Travel & expense allowances
- Innovative & collaborative work environment