Cloud Transformation and Strategy Operations Manager

Where you’ll fit in & what our team goals are…

In your role you will be part of the Technology Operations Center (TOC) leadership team, ensuring continuous monitoring, rapid incident response, and effective coordination of major incidents. You will also champion IT Service Management (ITSM) practices, driving process improvement and service reliability through Information Technology Infrastructure Library (ITIL) frameworks. Additionally, you will act as a key Business Relationship Manager (BRM) for the Columbia Threadneedle UK organisation, serving as a trusted advisor to regional business units and driving strategic alignment between IT capabilities and business needs.

We are seeking a strategic and results-driven Operations Leader to oversee and integrate our IT service delivery, operational excellence, and business relationship management. This role combines leadership of IT operations, ITIL-based service management, and stakeholder engagement to ensure high-performing, customer-focused technology services that align with organizational objectives.

• Develop, implement, and maintain an enterprise-wide ITSM strategy aligned with organizational goals.
• Define and enforce ITIL-based policies, processes, and procedures.
• Oversee core ITIL functions such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Configuration Management.
• Establish KPIs and metrics to monitor and report on service performance, availability, and customer satisfaction.

• Serve as the strategic liaison between IT and business units to align technology initiatives with business goals.
• Build strong relationships with stakeholders, ensuring clear communication and expectation management.
• Support the delivery of IT services, resolving issues and driving continuous service improvement.

• Manage the performance of IT infrastructure services delivered by external vendors, ensuring service-level agreements (SLAs) are met.
• Liaison with Business Continuity teams in EMEA and lead Disaster Recovery Exercises in compliance with global standards.
• Act as the point of escalation for critical issues from business partners, driving prompt and effective resolution.
• Oversee governance of IT operations, ensuring that outsourced services are aligned with enterprise goals and maintaining compliance with regulatory and business standards.

• Lead a team of operations engineers and analysts, fostering innovation, efficiency, and collaboration.
• Partner closely with application and product teams, across a global 24 by 7 operations including India and US, ensuring infrastructure capabilities effectively support evolving business requirements.
• Guide the team in adopting best practices for infrastructure resilience and security while enabling digital transformation initiatives.

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (Masters preferred or equivalent experience).
• Extensive progressive IT experience, including established experience in service management, operations, or infrastructure support, and proven experience in a leadership or managerial role.
• Proven track record in IT service delivery, ITSM process implementation, and managing major incidents in large-scale enterprise environments.
• ITIL Foundation certification (Intermediate or Expert preferred).
• Experience in business analysis, stakeholder management, and bridging technical and non-technical teams.
• Strong knowledge of ITIL practices, ITSM frameworks, and service management platforms.
• Excellent leadership, communication, and interpersonal skills.
• Skilled in translating business needs into technical solutions and driving cross-functional collaboration.
• Proficient in data analysis, performance reporting, change management, and continuous improvement.

• BRM Institute certification, PMP, CBAP, or other service…