IT Operations Manager

IT Operations Manager

In our world things change by the millisecond 
We build the technology that creates amazing moments and better connects our customers. Ready to play your part? Join us and Be Phenomenal. Working towards the same shared goal of better connectivity, our tech teams enjoy a high degree of freedom. We love hearing ideas and seeing them come to life. With great resources, you’ll get to be part of a team at the foundations of the transformation of our business. Who knows what the next innovation will be? That’s what makes a career at Three so exciting. 

Since we set foot in Ireland, we’ve done things differently
Investing in infrastructure, we built a network that now connects 2.2 million customers nationwide, carrying more data than all alternative telecommunications providers combined. We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better connected life. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a super-charged and rich learning environment. We want you to become the best version of yourself. 

Join us as a IT Operations Manager
The IT Operations Manager will be responsible for the day-to-day management, stability, and performance of our MVNO platform. The role ensures services are managed, monitored, controlled, and improved so the platform delivers a stable and customer-focused experience in line with Enterprise IT & Services Tribe objectives. 

The role will manage the operational stability and performance of Applications delivered to the business while liaising with wider Technology area, Three Business and Technology suppliers. 

Key Responsibilities 

• Own and manage the operational delivery and service assurance of MVNO-facing platforms, ensuring stable, high-performing services aligned to agreed SLAs and customer experience outcomes. 
• Responsible for defining, managing, and governing operational metrics with partners for all MVNO services, ensuring full alignment to business objectives and customer requirements. 
• Provide expert leadership and management oversight during high-impact incidents (including non-P1/P2 where business priority dictates), ensuring effective resolution, execution of corrective actions, and completion of post-incident reviews and lessons learned. 
• Responsible for end-to-end vendor and partner management, ensuring MSPs and internal teams deliver in line with contractual obligations, service levels, and performance expectations. 
• Manage and strengthen strategic relationships across internal teams, MSPs, and MVNO partners, driving accountability for customer satisfaction outcomes and ensuring consistent achievement of defined service experience targets. 
• Ensure and govern platform availability, performance, and resilience through proactive monitoring, operational leadership, and continuous service assurance. 
• Oversee and drive service partner performance, ensuring adherence to SLAs, KPIs, and operational processes (incident, problem, and change management). Initiate and lead continuous improvement initiatives to deliver best-in-class service performance. 
• Lead performance governance and reporting, providing clear visibility of KPIs and SLAs to senior stakeholders, proactively identifying risks, trends, and improvement actions. 
• Manage and control operational expenditure (Opex), ensuring cost optimisation while maintaining service quality and meeting operational objectives. 
• Own operational readiness for all releases and changes, including impact assessment, readiness validation, go-live governance, and post-release service stability monitoring. 

Must Have 

• Bachelor’s degree in IT or related fields. 
• ITIL Qualification (Intermediate certificate desirable) 
• Experience in an IT Operations or Service delivery role within a multi stakeholder and vendor environment 
• Experience managing large IT Managed Service contracts. 
• Exceptional ability to motivate and influence key contacts and decision makers required. 
• Previous experience working in an Agile environment 
• Proven negotiation skills and ability to influence others at different levels. 
• Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction. 
• Proven team player in working with one’s peers to ensure that delivery of service is timely, efficient and of high quality. 
• Excellent verbal, written communication and presentation skills together with the ability to deliver to Leadership Squad level. 
• Proven commercial awareness and a track record of working with multinational vendors / partners.
• Experience in creating a high performance culture through target setting, performance evaluation, and employee engagement. 

Nice to Have 

• Practical financial budget experience and a track record of management experience operating at a high level in the organization. 
• Project Management capabilities with ability to plan, initiate, monitor and implement projects within a team.
• Appreciation of how technology can improve business processes 

Benefits of Working at Three 

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based). Please see job description for the office location of this role. 
• Competitive salary, annual performance bonus & pension contribution 
• 25 days holidays plus 2.5 company days 
• Annual Leave buy or sell (buy or sell up to 5 days AL each year) 
• Healthcare Insurance through our flexible benefits programme 
• Life assurance, phone & laptop, subsidized canteen 
• Access to learning & development tools such as Coursera 
• Free on-site parking 

There’s a lot more to us than meets the eye. 
You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. 
Apply now at: https://www.three.ie/careers #Jobs 

At Three, we are committed to equity, diversity and inclusion. As Ireland’s largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not ‘tick every box’ in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please apply! #Jobs 

If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email aoife.omeara@three.ie Apply now at Three, a Phenomenal career awaits!