IT Operations Lead

PeopleOS combines decades of experience with state-of-the-art technology products to deliver best-in-class HR services. We know how critical, yet stressful, it is to build the right structure to empower, motivate and manage your people, especially when you are just starting off. That’s why we help you handle all of that so you can skip straight to getting results.

Role Overview

• Splashers Technologies Limited delivers managed IT services and cybersecurity solutions across a portfolio of technology businesses.
• IT Operations is the delivery engine of this function, not a support layer. When service quality slips, clients feel it and contracts come under review.
• The IT Operations Lead owns that outcome.
• This means environments that stay up, access that is controlled and auditable, service agreements that are honoured, vendors that perform, and a team that keeps getting better at the work.
• This is a fully remote role suited to someone who runs an operation without being watched, escalates early, and puts everything in writing.

Responsibilities 

Service Delivery & SLA Management:

• Own service delivery against contracted SLAs across all client accounts, response targets, resolution timelines, business-hour calculations, and holiday exclusions
• Lead the annual SLA renewal cycle,reviewing service line items, restructuring scope where work has changed, and ensuring accurate costing
• Produce monthly and quarterly service reports with analysis that goes beyond ticket counts to resolution quality, recurring issues, and value delivered
• Chair or contribute to service review conversations with client stakeholders

Infrastructure & Platform Operations:

• Maintain the availability, performance, and security posture of managed infrastructure, cloud tenancies, and productivity platforms
• Own device management, endpoint compliance, and software licence administration across supported organisations
• Manage the operational lifecycle of internal business applications and low-code platforms, including ownership handovers and continuity planning
• Maintain configuration and asset records accurate enough to be relied on during an incident

Access, Security & Controls:

• Own identity and access management, provisioning, access reviews, privileged access control, and clean offboarding
• Maintain and test controls the business is measured on, including MFA and SSO enforcement, credential hygiene, and security awareness delivery
• Handle access escalations and privileged-account transitions via a documented matrix, not informal handover
• Work alongside the InfoSec function on assessments, findings, and remediation tracking without duplicating their mandate

Vendor & Commercial Management:

• Manage vendor and supplier relationships, contract terms, renewals, performance against agreement, and escalation paths
• Track spend against budget and flag variance early
• Support billing accuracy and collections on the service side, with a clear record trail

Qualifications

Essential:

• Minimum 4 years in IT operations, service delivery, or systems administration, with at least 2 years leading a team (managed at least two teams) or owning a service function.
• Demonstrated ownership of SLA-backed service delivery in a managed services or multi-client environment
• Hands-on depth in cloud and identity platforms, endpoint management, and network fundamentals
• Working command of an ITSM platform -queue configuration, SLA rules, automation, and reporting
• Practical experience with IT controls and audit evidence access reviews, change records, asset registers
• Vendor and contract management experience, including renewals and performance conversations
• Written communication strong enough that documentation, reports, and client emails require no rewriting

Advantageous:

• Exposure to cybersecurity service delivery, including vulnerability assessment and penetration testing engagements
• ITIL certification or cloud and security certifications relevant to the stack
• Experience supporting fintech, aviation, edtech, or other regulated or uptime-sensitive sectors
• Experience with low-code business application platforms
• Prior success in a fully remote operations role

Additional Skills & Attributes:

• Demonstrated experience operating at a mid-level management capacity: with the ability to coordinate teams, manage upward, and drive accountability across functions
• Strong oversight capability: able to maintain visibility across multiple workstreams simultaneously without being hands-on in every detail
• Confident and effective communicator with a proven ability to present to internal and external stakeholders clearly and with credibility
• Client relationship management experience: able to build, maintain, and strengthen professional relationships with key accounts and external partners
• Dynamic, forward-thinking, and adaptable: brings energy, initiative, and a growth mindset to a fast-paced operational environment.

How to Apply

Intrested and qualified candidates should send their updated CV to: recruitment@peopleos.co using the  Job Title as the subject of the mail.

Note

• Applications will be reviewed on a rolling basis.
• Only shortlisted candidates will be contacted.