Information Technology Operations Manager

MAJOR RESPONSIBILITIES

Application & Service Portfolio Leadership

• Own the strategy, lifecycle, optimization, and governance of 70 enterprise applications and corporate systems.
• Ensure application reliability, scalability, compliance, and alignment to Duly's operational and clinical priorities.
• Evaluate, standardize, consolidate, or retire systems to reduce redundancy and maximize business value.
• Establish KPIs and dashboards to track application health, service performance, and business impact.

Project & Delivery Management

• Lead medium- to large-scale application initiatives, enhancements, upgrades, and integrations.
• Partner with business stakeholders to define requirements, scope, timelines, and success criteria.
• Apply project management discipline to ensure predictable execution and transparent communication.
• Act as escalation point for system issues, driving root-cause analysis and long-term remediation.

Vendor & Contract Management

• Manage relationships with software vendors, consulting partners, and service providers.
• Lead contract reviews, renewals, RFPs, and licensing optimization to drive savings.
• Ensure vendor performance meets SLAs, quality expectations, and operational needs.
• Continuously assess the market for innovative, cost-effective tools and services.

Team Leadership & Development

• Lead, mentor, and support a team of 7–10 analysts, administrators, and specialists.
• Build a culture of ownership, accountability, customer service, and continuous improvement.
• Develop skill sets aligned to business needs and emerging technologies.
• Set annual goals, review progress quarterly, and ensure alignment with organizational objectives.

Cross-Functional Collaboration

• Partner with Finance, Accounting, Operations, HR, Call Center, Marketing, and IT teams to ensure applications support business process excellence.
• Support corporate leaders with insights, data, process optimization, and recommendations for technology adoption.
• Work closely with the Information & Transformation team on enterprise strategies and digital transformation initiatives.

SUPERVISORY / MANAGEMENT SCOPE

Manages a team of approximately 7–10 internal staff and oversees consultants, contractors, and vendors as required.