Senior Manager – Command and Control Centre

About the role

The Command and Control Senior Manager will lead the day‑to‑day operations of the Command‑and‑Control Centre (C3). This role ensures the C3 delivers service excellence, complies with ISO 20000, ITIL v3 and ISO 27001/2 standards, and operates at the top 10% of industry performance.

Key responsibilities

• Lead the C3 Service Desk, overseeing Event, Incident and Problem Management processes.
• Ensure 24x7 monitoring tools capture all configuration changes and service events with 100% compliance.
• Generate and maintain daily, weekly, monthly and annual compliance reports, documenting remediation plans.
• Guarantee end‑to‑end compliance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
• Plan, manage and optimise tools, processes and staff to improve output while reducing costs.
• Coordinate interfaces between Incident Management and other Service Management processes.

Required profile

• Proven senior leadership experience in IT service management or Command‑and‑Control environments.
• Strong track record of driving continuous service improvement and risk mitigation.
• Ability to foster a culture of knowledge sharing and operational excellence.

Required skills

• ITIL v3
• ISO 20000
• ISO 27001/2
• Event Management
• Incident Management
• Problem Management
• Service Desk operations
• SLA and SLO management
• Monitoring tools configuration and tuning