Manager - Integrated Operations Center

Role Purpose :

The Manager – Integrated Operations Coordination is responsible for ensuring effective operational coordination between the Integrated Operations Center (IOC) and the Utilities Control Center covering both wet and dry utilities. The role provides a structured interface that enables aligned decision-making, shared situational awareness, and timely information flow during normal operations, planned works, incidents, and major events. 

The position does not have line management responsibility for the IOC. Instead, it acts as the primary coordination authority on behalf of Utilities Operations, ensuring that utility control room activities are fully integrated with IOC processes, priorities, and governance frameworks. 

Key Responsibilities 

1. IOC–Control Center Coordination 

• Act as the primary coordination interface between the Utilities Control Center and the Integrated Operations Center (IOC). 

• Ensure consistent information exchange, operational alignment, and synchronized decision-making between both centers. 

• Coordinate cross-utility and cross-functional issues that require IOC awareness or involvement. 

• Ensure agreed coordination protocols, escalation paths, and communication standards are followed. 

2. Integrated Operational Oversight 

• Maintain end-to-end operational situational awareness across wet and dry utilities in coordination with the IOC. 

• Support alignment of priorities during normal operations, planned outages, shutdowns, and major works. 

• Facilitate resolution of operational conflicts or competing priorities between utility operations and broader IOC objectives. 

• Ensure clear handovers and continuity between operational shifts and events. 

3. Incident & Event Coordination 

• Coordinate utility operations with the IOC during incidents, disruptions, and major events. 

• Ensure timely escalation of utility-related issues to the IOC in line with defined thresholds. 

• Support the Associate Director / Director during major or cross-functional incidents by providing consolidated utility inputs. 

• Coordinate post-incident reviews and lessons learned with IOC and control room stakeholders. 

4. Governance, Procedures & Readiness 

• Develop and maintain interface procedures, coordination playbooks, and communication protocols between the IOC and Utilities Control Center. 

• Support operational readiness reviews, joint exercises, and simulations involving the IOC and utilities. 

• Ensure clarity of roles, responsibilities, and decision authority between IOC and control room functions. 

• Monitor compliance with agreed coordination frameworks and operating models. 

5. Performance, Reporting & Improvement 

• Monitor coordination effectiveness, response times, and information quality between IOC and the Utilities Control Center. 

• Produce coordination reports, dashboards, and management summaries for senior leadership. 

• Identify systemic gaps, interface risks, and improvement opportunities. 

• Drive continuous improvement initiatives related to integration, coordination, and communication. 

6. Stakeholder & Interface Management 

• Liaise with IOC leadership, control room managers, field operations, customer service, and support functions. 

• Represent Utilities Operations in IOC coordination forums, operational briefings, and readiness meetings. 

• Support commissioning, testing, and transition of new assets or systems impacting IOC–control room interfaces. 

• Manage escalated coordination issues with potential operational or reputational impact. 

7. People & Capability Support 

• Provide functional guidance and coordination support to control room teams on IOC interaction processes. 

• Support training and awareness on coordination protocols, escalation thresholds, and communication standards. 

• Promote a culture of collaboration, discipline, and shared accountability across organizational boundaries. 

Qualifications & Experience 

• Bachelor’s degree in Engineering, Operations Management, or a related technical discipline. 

• 10–15 years of experience in utilities, infrastructure operations, control room, or integrated operations environments. 

• Strong experience in cross-functional coordination, interface management, or command-center integration roles. 

• Solid understanding of wet and dry utility operations and their interdependencies. 

• Proven ability to influence without direct authority and manage complex operational interfaces.