Command Center Senior Manager

• Lead mission-critical operations with enterprise-wide impact
• Drive strategic incident management in a global environment

About Our Client The company is a shared services of one of the biggest grocery stores in the US.

Job Description

• Lead end-to-end Command Center operations covering NOC, Compute Operations, and Major Incident Management.
• Act as the senior escalation point for critical incidents and service disruptions.
• Provide leadership and direction to Shift Operations Managers across multiple shifts.
• Oversee incident, change, problem, and service management processes aligned with ITIL best practices.
• Ensure effective collaboration across infrastructure, engineering, operations, vendors, and business stakeholders.
• Manage vendor relationships, operational escalations, and SLA performance.
• Drive operational reporting, governance, performance monitoring, and risk management initiatives.
• Champion continuous improvement, automation, monitoring enhancements, and operational resilience.
• Develop executive-level operational reports, presentations, and business performance updates.
• Build, coach, and develop leadership capability while ensuring resource readiness across a 24/7 environment.

The Successful Applicant

• Minimum 7 years of experience in technology operations, Command Center, NOC, or IT service operations.
• Experience working within 24/7 support environments with incident escalation and service restoration responsibilities.
• At least 3 years of people leadership experience managing managers, leads, or supervisors.
• Strong background in Major Incident Management and crisis leadership.
• Experience managing cross-functional technology domains including networking, infrastructure, compute, and operations.
• Proven understanding of ITSM disciplines such as Incident, Change, Problem, and Major Incident Management.
• Ability to collaborate with global stakeholders and offshore/onshore teams.
• Experience handling vendor management, operational escalations, and SLA governance.
• Strong analytical skills with the ability to leverage operational metrics and trend analysis for service improvements.
• Bachelor's degree in a relevant technology or engineering discipline or equivalent experience.
• ITIL 4 Foundation certification required; additional ITIL, COBIT, ISO20000, SRE, or leadership certifications are advantageous.

What's on Offer

• Full onsite, night shift opportunity in BGC.
• Senior leadership role with responsibility for enterprise-wide technology operations.
• Opportunity to manage and develop multiple operational leadership teams.
• Exposure to global stakeholders and large-scale technology environments.
• High visibility position with executive-level engagement and decision-making authority.
• Opportunity to shape operational strategy, resilience, and service excellence initiatives.
• Dynamic and fast-paced environment focused on innovation and continuous improvement.
• Competitive compensation and benefits package.
• Career growth within a globally integrated technology organisation.

Quote job ref: JN-092026-7108904