Blupace Tech
Operations Manager -ITSM
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Why join us?
BlupaceTech is a world-class IT development company that strives to improve its processes constantly. The company has been in business since 2008 and employs over 160+ people in more than 4 countries. Blupace provides innovative software solutions for businesses of all sizes, with a focus on Web & Mob Applications, e-commerce websites, data & Analytics, Field services and more. We are passionate about developing innovative technology solutions that make a difference. We have the expertise and experience to provide custom-tailored solutions for your business, whatever your field may be. Our team is dedicated to providing you with the best possible service, and we are always looking for new ways to improve our products and services. We operate in different locations which includes UK, France, Germany and Belgium.
Where you’ll be working
We are looking for ITSM Operation Manager
- Looking for Immediate joiners
- It is an Onsite Opportunity
- Work locations - London -Hybrid
- Tenure -12 months
- No Sponsorship provided for this role.
- Required Experience -8 to 15 yrs
- Flexible to work in 24 * 7 operational and on call environment (Mandate)
We are seeking an experienced SIAM Manager to lead and govern key IT Service Management functions including Major Incident Management, Change Management, Service Monitoring, Event Management, Service Assurance, and Reporting & Analytics across a multi-supplier environment.
The ideal candidate will be responsible for ensuring service stability, operational excellence, proactive monitoring, effective change governance, stakeholder communication, service reporting, and continual service improvement. This role acts as the central point of coordination between internal teams, external service providers, and business stakeholders to deliver reliable and business-aligned IT services. Flexible to work in 24 * 7 operational and on call environment.
Incident & Major Incident Management
- Take ownership of end-to-end Incident and Major Incident Management processes.
- Manage high-priority incidents from initiation through resolution and closure.
- Lead technical bridge calls and business stakeholder communication during critical incidents.
- Coordinate multiple support teams and service providers to restore services within agreed SLAs.
- Drive decision-making during service outages and critical business-impacting incidents.
- Provide timely updates to stakeholders and senior management.
- Conduct post-incident reviews (PIRs) and ensure actions are tracked to closure.
- Identify recurring incidents and drive Problem Management initiatives.
- Escalate critical issues to senior leadership when required.
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Change Management
- Own and govern the Change Management process across multiple suppliers and technology teams.
- Review and assess Change Requests for risk, impact, dependencies, implementation plans, and rollback strategies.
- Ensure compliance with Change Management policies, standards, and audit requirements.
- Chair Change Advisory Board (CAB) and Emergency CAB meetings.
- Coordinate complex and cross-functional changes involving multiple service providers.
- Maintain enterprise Change and Release Calendars.
- Monitor change success rates, change effectiveness, backlog reduction, and schedule adherence.
- Develop and maintain standard change catalogues, workflows, and approval processes.
- Conduct regular change process awareness sessions and stakeholder training.
- Drive continual improvement initiatives within Change Management processes.
Service Monitoring & Event Management
- Establish and maintain an integrated monitoring capability across applications, infrastructure, cloud platforms, databases, networks, and end-user services.
- Own the Event Management process and ensure effective alert lifecycle management.
- Provide a consolidated view of service health through enterprise monitoring platforms.
- Ensure business-critical services are proactively monitored and mapped to supporting infrastructure.
- Define alert ownership, escalation paths, and operational accountability across suppliers.
- Drive event correlation, alert rationalization, and reduction of alert noise.
- Coordinate with Incident Management teams during service degradation situations.
- Facilitate early warning notifications and proactive service assurance activities.
- Identify monitoring gaps and lead observability enhancement initiatives.
- Support implementation of AIOps, automation, predictive analytics, and intelligent monitoring capabilities.
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Reporting & Service Analytics
- Develop and maintain executive dashboards, scorecards, and management reports.
- Create and manage ServiceNow reports covering Incident, Change, Problem, Request, SLA, and operational metrics.
- Design and maintain Power BI dashboards and self-service reporting solutions.
- Analyze service performance data to identify trends, risks, and improvement opportunities.
- Generate KPI, SLA, and operational performance reports for stakeholders.
- Automate recurring reporting processes to improve efficiency and accuracy.
- Support executive-level reporting and business review meetings.
- Ensure data quality, consistency, and governance across reporting platforms.
- Provide insights and recommendations to support Continual Service Improvement (CSI).
Experience
- 8-15 years of experience in IT Operations, Service Management, SIAM, Major Incident Management, Change Management, Monitoring, or Service Assurance.
- Experience working in enterprise-scale and multi-supplier environments.
- Proven experience managing critical business services and large operational teams.
- Experience with ITSM governance and service performance reporting.
Service Management
- Strong expertise in:
- Incident Management
- Major Incident Management
- Change Management
- Event Management
- Problem Management
- Service Monitoring
- Service Assurance
- SIAM Operations
- ITIL Processes
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