IT Operations Manager EMEA

We create possibilities that move life and commerce forward. We connect 2 billion people to billions of consumer choices through supply chain commerce technology. The Operations Manager leads the EMEA Onsite Service Desk and Operations teams to deliver high‑quality support.

Key Responsibilities

• Daily Operations of the Onsite Service Desk & Asset Management – Oversee walk‑ups, incident management and request fulfillment processes for EMEA, ensuring frequent and timely updates to end‑users; ensure onsite support coverage and responsiveness for EMEA offices, coordinate onsite visits and local support needs, and personally work tickets for the site they are based in; manage and coordinate urgent and complex support issues, acting as an escalation point; create and manage escalation procedures, maintaining service levels and clear handoffs between onsite service desk and L2/L3 teams; document, track and monitor problems to ensure timely resolution, including root cause analysis and follow‑up actions; manage and oversee end‑to‑end asset management, including obtaining vendor quotes, managing procurement of hardware and related services, and maintaining accurate asset inventories throughout the lifecycle; monitor adherence to internal and ITIL‑based processes and collaborate with process owners to develop and implement new or improved procedures.
• L2 Operations Support by Service Area – Provide operational leadership and coordination for L2 operations support across ETS Global Technology Services Service Areas (e.g., End User Technology, Directory Services, Network, Unified Communications, Network Security, Infrastructure); ensure L2 activities follow agreed operational runbooks and SOPs, including monitoring, incident and problem resolution, change execution and health checks; coordinate and prioritize L2 work across Service Areas, balancing planned activities with unplanned incidents and escalations; drive cross‑Service Area collaboration to resolve complex issues, eliminate recurring problems, and improve the reliability, stability and performance of ETS services; partner with Service Area Owner to review metrics, identify trends and challenges, and implement improvements that enhance service quality, customer experience and operational efficiency; be available to participate in an on‑call rotation for after‑hours support.
• Staff and Develop People to Achieve Key Results – Build and maintain an environment characterized by high productivity, accountability and morale; train, coach and mentor team members, including career development, skills growth and cross‑training across Service Areas; effectively manage employee performance (goal setting, priorities, feedback, coaching, reviews, recognition and accountability); oversee and manage team capacity to ensure optimal resource allocation, balancing workloads and maintaining productivity levels; develop people to consistently achieve or exceed job expectations.
• Vendor Management – Manage vendor relationships with existing vendors, ensuring service quality and compliance, while proactively identifying and evaluating potential new vendors to meet evolving business needs; manage invoices and submit them in a timely manner.
• Decision Making and Escalation Handling – Make critical decisions to address complex technical issues and escalations; serve as an escalation point for EMEA stakeholders and internal teams for incidents, problems and operational issues, ensuring timely and effective resolution; develop and maintain documentation for service desk and operations processes and procedures, adhering to organizational standards; coordinate and implement service improvement initiatives to enhance the quality and efficiency of support services across L1.5 Onsite and L2 Operations; monitor and report on service performance, identifying trends and areas for improvement, and driving actions in partnership with Service Area leads and global ETS Operations leadership.
• Projects, Process Ownership & Continuous Improvement Plan – Coordinate, implement and monitor service improvement initiatives to enhance the quality and efficiency of support services; identify and own processes requiring improvement and ensure continuous improvement culture across teams.

Qualifications

• Knowledge & Experience – 5+ years of experience leading a helpdesk, desktop support or onsite support team; prior experience managing or leading L2 teams preferred; strong knowledge of computer hardware, software and networking concepts, including Windows, macOS, endpoint and laptop management platforms such as Microsoft Intune and Jamf; familiarity with ServiceNow or other ITSM applications and strong understanding of ITIL concepts; ITIL certification preferred; ability to analyze and troubleshoot technical issues independently and lead L1.5 and L2 teams effectively; experience supporting or managing a regional or global hybrid workforce across time zones.
• Core Skills & Behaviors – Outstanding written and verbal communication skills; exemplary documentation practices and attention to detail in tickets, KB articles and project artifacts; advanced analytical and problem‑solving abilities with a bias for root cause analysis and prevention‑oriented thinking; highly self‑motivated, directed and able to work with minimal supervision; demonstrated leadership behaviors including mentoring, driving accountability, influencing without authority and modelling a continuous‑improvement mindset; ability to manage multiple priorities and deliverables in a fast‑paced high‑pressure environment while maintaining service excellence.
• Education & Professional Requirements – Bachelor’s degree or foreign equivalent in business, information systems, computer science or a related technical or business field; ITIL certification preferred; approximately 10‑20% travel required to visit offices across EMEA as needed.

Committed to diversity and inclusion. At Manhattan, it’s about more than just the work. Our team members’ backgrounds, experiences and perspectives add to us as a whole and make us unique. We are proudly an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a veteran. In the United States, Manhattan Associates participates in the Employment Eligibility Verification Program (E‑Verify) operated by the Department of Homeland Security in partnership with the Social Security Administration. Participation in the E‑Verify Program confirms the employment eligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I‑9) has been completed.