fbpx ICT Operations Manager | Axess

ICT Operations Manager

  • Closing date: 18 June 2026
  • Department: IT
  • Location: Les Pailles

Overview

The ICT Operations Manager is the operational lead for IT infrastructure, service delivery, and application support. The role translates strategic direction into reliable, secure day-to-day execution, managing the Operations and Application Support teams across the technology environment detailed below.

Job Description

  • Manage the ICT team for daily operations across Windows/Linux servers, virtualisation, storage, M365, and Azure.
  • Ensure availability, resilience, and performance of all IT systems against agreed service levels.
  • Oversee infrastructure lifecycle management: upgrades, patching, and compliance with IT policies.
  • Manage L1–L3 IT support and endpoint management across all supported platforms using the ManageEngine toolset.
  • Monitor and report on SLA compliance, MTTR, and user satisfaction; apply ITIL 4 practices across incident, problem, change, and request management.
  • Maintain a service catalogue reflecting available IT services and agreed delivery standards.
  • Oversee network infrastructure and perimeter security, including firewall management, threat monitoring, and traffic analysis.
  • Manage vulnerability assessments, risk controls, and security incident response in line with defined cybersecurity policies.
  • Oversee identity and access management — ensuring provisioning, deprovisioning, and access controls align with security policies.
  • Manage the Application Support team's delivery for Business Central (ERP), Dynamics 365 (CRM), and in-house applications ensuring uptime, performance, and effective user support.
  • Act as escalation point between Application Support and Business Applications teams; maintain structured coordination to ensure timely resolution of dependencies and cross-functional delivery.
  • Lead, coach, and develop direct reports; set objectives, conduct performance reviews, and identify growth opportunities.
  • Drive workforce planning, cross-training, and knowledge sharing to maintain operational capacity and reduce key-person dependency.
  • Manage vendor relationship and coordinate with business units to align IT services with operational needs.
  • Support the Senior Manager ICT in procurement and contract negotiations by providing operational input and vendor performance data.
  • Maintain operational runbooks, SOPs, and a risk register within the governance framework set by the Senior Manager ICT, aligned with the Axess Quality Management System.
  • Drive continual service improvement using available toolsets, automation, and operational data; escalate cost optimisation and risk recommendations to the Senior Manager ICT.

KEY COMPETENCIES

  • Technical: Proficient across the full technology environment listed below, with hands-on capability in infrastructure, networking, security, identity management, and enterprise applications.
  • Operational: Strong ITIL 4 grounding; structured approach to incident, change, risk, and service continuity management within defined governance frameworks.
  • Leadership: Leads by example; coaches teams, drives accountability, manages performance, and builds operational resilience.
  • Communication: Translates technical issues for non-technical stakeholders; aligns IT delivery with business needs across all levels of the organisation.

EXPERIENCE, EDUCATION AND KNOWLEDGE

  • Experience: 5–8 years in ICT operations or infrastructure, with at least 3 years in a team leadership role. Track record of operational delivery and service improvement in a multi-vendor environment.
  • Education: Bachelor's degree in IT, Computer Science, or related field.
  • Certifications: ITIL 4 Foundation (recommended). ManageEngine, Microsoft M365/Azure, Fortinet NSE, or network vendor certifications are an advantage.
  • Technology Environment:
  •  •  ITSM & Endpoints: ManageEngine Service Desk Plus, UEM
  •  •  Identity & Access: ManageEngine AD360, Active Directory, M365
  •  •  Network & Security: ManageEngine Firewall Analyzer, Fortinet, HPE, Juniper, Ubiquiti, MikroTik
  •  •  Infrastructure: Windows/Linux Server, Virtualisation, Storage, Azure VMs
  •  •  End-User Computing: Windows, Linux, Android, iOS
  •  •  Enterprise Applications: Business Central (ERP), Dynamics 365 CRM
  •  

SPECIFIC JOB REQUIREMENTS

  • Available to respond to critical IT incidents outside of standard business hours as required.

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