Operations Support Manager, IT Finance

Summary

An experienced IT service delivery and operations leader with 15+ years in technology and enterprise applications. Demonstrated expertise in building and leading scalable service delivery organisations, managing complex operational environments, and driving continuous improvement across business-critical technology services. Strong background in ITIL practices, vendor governance, major incident management and operational resilience.

Experience areas

1. Operations Support Manager, IT Finance

   • Built and led a new 12-person enterprise support organisation, establishing operating model, governance framework and ITIL-aligned service-management processes
   • Reduced support ticket backlog by 88% through automation, workflow improvements and operational process optimisation
   • Established performance dashboards covering KPIs, SLAs, risks and operational health for senior leadership visibility
   • Designed and implemented post-go-live support operating model for a major enterprise financial platform, transitioning to sustainable business-as-usual
   • Managed third-party vendors and implementation partners against contractual service levels and continuous-improvement objectives
   • Led major incident resolution, coordinating technical teams, stakeholders and suppliers through resolution and root-cause analysis

2. IT Service Delivery Manager

   • Led service transition and IT delivery initiatives across complex operational environments with cross-functional team coordination
   • Established governance and performance reporting to improve visibility, accountability and delivery outcomes
   • Managed [redacted]-severity incident resolution to minimise operational disruption
   • Implemented ITIL-aligned process improvements to strengthen service delivery and turnaround times

3. 3rd Party Team Lead

   • Managed external support teams and vendor relationships to improve service delivery and performance
   • Increased SLA compliance and customer satisfaction by 90% through process optimisation and effective third-party management
   • Conducted supplier performance reviews and capability assessments
   • Coordinated internal and external teams to improve workflows and service continuity

4. Application Developer – Warehouse Management System

   • Managed software development lifecycle activities including requirements, development, testing, deployment and support
   • Improved system performance by 90% and reduced operational incidents by 80% through application enhancement and optimisation
   • Supported testing, validation, release and deployment activities; mentored junior developers
   • Partnered with business and operational stakeholders to align technical solutions with requirements

Skills

Certifications

• ITIL