SBSC

Operations

• Ensure operational excellence across IT services.
• Lead multidisciplinary teams.
• Promote process governance.
• Ensure compliance with service levels.
• Drive innovation and digital transformation initiatives.
• Manage IT service desk and support operations.
• Serve as the primary interface between IT and business teams.
• Coordinate the intake, triage, prioritization, and routing of tickets and requests.
• Ensure requests are properly routed to the responsible teams.
• Participate in meetings with clinical, administrative, and operational areas to understand their needs.
• Monitor critical incidents and ensure effective communication with users.
• Track operational metrics, SLAs, and internal customer satisfaction.
• Promote continuous improvement in IT service desk and operations processes.
• Ensure the organization and governance of the IT demand management workflow.
• Support change management and communication between technology and business teams.
• Lead operational and administrative technology teams.
• Manage vendors and partners supporting IT operations.

IT Operations Manager