IT Operations Lead

Role Overview

• Splashers Technologies Limited delivers managed IT services and cybersecurity solutions across a portfolio of technology businesses.
• IT Operations is the delivery engine of this function, not a support layer. When service quality slips, clients feel it and contracts come under review.
• The IT Operations Lead owns that outcome.
• This means environments that stay up, access that is controlled and auditable, service agreements that are honoured, vendors that perform, and a team that keeps getting better at the work.
• This is a fully remote role suited to someone who runs an operation without being watched, escalates early, and puts everything in writing.

Responsibilities 
Service Delivery & SLA Management:

• Own service delivery against contracted SLAs across all client accounts, response targets, resolution timelines, business-hour calculations, and holiday exclusions
• Lead the annual SLA renewal cycle,reviewing service line items, restructuring scope where work has changed, and ensuring accurate costing
• Produce monthly and quarterly service reports with analysis that goes beyond ticket counts to resolution quality, recurring issues, and value delivered
• Chair or contribute to service review conversations with client stakeholders

Infrastructure & Platform Operations:

• Maintain the availability, performance, and security posture of managed infrastructure, cloud tenancies, and productivity platforms
• Own device management, endpoint compliance, and software licence administration across supported organisations
• Manage the operational lifecycle of internal business applications and low-code platforms, including ownership handovers and continuity planning
• Maintain configuration and asset records accurate enough to be relied on during an incident

Access, Security & Controls:

• Own identity and access management, provisioning, access reviews, privileged access control, and clean offboarding
• Maintain and test controls the business is measured on, including MFA and SSO enforcement, credential hygiene, and security awareness delivery
• Handle access escalations and privileged-account transitions via a documented matrix, not informal handover
• Work alongside the InfoSec function on assessments, findings, and remediation tracking without duplicating their mandate

Vendor & Commercial Management:

• Manage vendor and supplier relationships, contract terms, renewals, performance against agreement, and escalation paths
• Track spend against budget and flag variance early
• Support billing accuracy and collections on the service side, with a clear record trail

Qualifications
Essential:

• Minimum 4 years in IT operations, service delivery, or systems administration, with at least 2 years leading a team (managed at least two teams) or owning a service function.
• Demonstrated ownership of SLA-backed service delivery in a managed services or multi-client environment
• Hands-on depth in cloud and identity platforms, endpoint management, and network fundamentals
• Working command of an ITSM platform -queue configuration, SLA rules, automation, and reporting
• Practical experience with IT controls and audit evidence access reviews, change records, asset registers
• Vendor and contract management experience, including renewals and performance conversations
• Written communication strong enough that documentation, reports, and client emails require no rewriting

Advantageous:

• Exposure to cybersecurity service delivery, including vulnerability assessment and penetration testing engagements
• ITIL certification or cloud and security certifications relevant to the stack
• Experience supporting fintech, aviation, edtech, or other regulated or uptime-sensitive sectors
• Experience with low-code business application platforms
• Prior success in a fully remote operations role

Additional Skills & Attributes:

• Demonstrated experience operating at a mid-level management capacity: with the ability to coordinate teams, manage upward, and drive accountability across functions
• Strong oversight capability: able to maintain visibility across multiple workstreams simultaneously without being hands-on in every detail
• Confident and effective communicator with a proven ability to present to internal and external stakeholders clearly and with credibility
• Client relationship management experience: able to build, maintain, and strengthen professional relationships with key accounts and external partners
• Dynamic, forward-thinking, and adaptable: brings energy, initiative, and a growth mindset to a fast-paced operational environment.

Salary
N700,000 - N1,000,000 / month.

Application Closing Date
7th August, 2026.

How to Apply
Intrested and qualified candidates should send their updated CV to:  View email address on hotnigerianjobs.com using the Job Title as the subject of the mail.

Note

• Applications will be reviewed on a rolling basis.
• Only shortlisted candidates will be contacted.

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