IT Operations Supervisor

We are looking for a dynamic and experienced IT Operations Supervisor to join our team in Bursa. In this role, you will be responsible for the operational management of Field Support, Operations Monitoring, and Service Desk teams operating within the Customer Information Systems organization. You will play a key role in ensuring sustainable service quality, meeting SLA/KPI targets, and driving high levels of customer satisfaction across all operational touchpoints.

Key Responsibilities

• Lead and manage field support, operations monitoring, and service desk teams on a day-to-day basis
• Plan and organize resources effectively, including shift scheduling and workforce allocation
• Monitor, track, and report on SLA and KPI performance metrics
• Facilitate and lead monthly service review meetings with stakeholders
• Coordinate Major Incident management processes, ensuring timely resolution and communication
• Serve as the primary liaison between customers and technical teams, managing escalations and communications
• Identify, track, and implement operational risk mitigation and continuous improvement actions
• Prepare and deliver operational reports for management and clients
• Lead process improvement and efficiency initiatives across the team
• Ensure consistent application and adherence to ITIL processes and best practices

Requirements

• Bachelor's degree or Associate's degree (university or vocational school graduate)
• Minimum 4–6 years of experience in IT Operations
• At least 2 years of team management experience
• Strong knowledge of ITIL processes (ITIL certification is a plus)
• Proven experience in Service Management environments
• Good command of English (written and spoken)
• Advanced proficiency in MS Office and reporting tools
• Strong leadership and people management skills
• Analytical thinking and problem-solving capabilities

If you are a results-driven IT professional with a passion for operational excellence and team leadership, we'd love to hear from you — apply now and take the next step in your career! Amaris Consulting is committed to promoting diversity within its workforce and to creating an inclusive work environment. We review applications from all qualified individuals regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or any other characteristic. Special consideration will be given to candidates with disabilities.

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Who are we?

Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System \& Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:

Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!

Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!

Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.

We look forward to meeting you!