Operations Manager - IT Support

Requirements

• 15-20 years in IT Support / IT Service Management
• Minimum 10 years in leadership role managing managers
• Experience managing multi-account service portfolios
• Strong exposure to SLA-driven environments
• Experience in automation, RPA, or AI-led support models preferred
• Experience in cross-functional governance
• Mandatory/requires Skills:
• Leadership
• Strong people leadership and coaching capability
• High accountability and ownership mindset
• Ability to influence across matrix structures
• Operational
• Deep understanding of ITSM frameworks
• Strong data-driven decision-making ability
• Financial acumen (margin, cost-to-serve)
• Strategic
• Ability to translate strategy into scalable operations
• Transformation & change management capability
• Behavioral
• Structured thinking
• Customer-centric mindset
• Continuous improvement orientation
• Strong communication and stakeholder management
• Preferred Skills:
• Experience in IT Service Industry with handling clients within and outside India

Benefits

Additional Information

Roles & Responsibilities: 1. Service Delivery Excellence & Governance Own end-to-end operational performance for IT Support portfolio Ensure ?98% CKPIF compliance across all clusters Monitor service metrics (MTTR, FCR, backlog, ticket aging, escalation trends) Establish and run portfolio-level governance forums Oversee major incident management and escalation resolution Ensure corrective and preventive actions (CAPA) are implemented Review and validate QBR inputs prepared by SDMs Maintain zero critical unresolved escalations beyond SLA 2. Process Harmonization & Standardization Design and enforce standardized processes across accounts/clusters Ensure adoption of unified tools, dashboards, and reporting templates across clusters Eliminate account-level process deviations and redundancies with clusters/across clusters Develop and publish portfolio playbooks and SOP frameworks Partner with Quality function to improve process maturity Ensure audit readiness across all IT Support clusters 3. Automation & Operational Efficiency Identify repetitive processes suitable for automation (RPA, AI, ticket automation) Drive automation coverage in applicable IT Support workflows Improve resource utilization to ?85% Reduce repeat incidents through root cause elimination Enable predictive analytics for demand and capacity planning Drive cost optimization initiatives in collaboration with Delivery Head 4. Customer Relationship & Portfolio Health Ensure high customer satisfaction Review customer feedback and escalation patterns Partner with SDMs to drive service improvement plans Support strategic customer conversations when required Ensure contractual obligations are consistently fulfilled Enable value-add initiatives within accounts 5. People Leadership & Capability Development Directly manage and develop 3-4 Service Delivery Managers Drive accountability and performance management for SDMs Ensure role clarity and governance discipline within clusters Partner with Competency Lead to forecast skill needs Support leadership development and succession planning Maintain attrition Drive internal stakeholder engagement score ?85% 6. Transformation Operationalize harmonized delivery models Ensure cross-cluster integration and scalability Promote reuse-first and tech-first mindset Participate in productization initiatives for IT Support services Collaborate with CoE experts for process and tech maturity uplift Drive continuous improvement programs within portfolio 7. Financial & Capacity Management Monitor portfolio-level margin performance Optimize cost-to-serve across accounts Approve and monitor staffing plans Drive productivity improvements (x%YoY target) Ensure budget adherence within defined thresholds Educational qualification: - Bachelor's degree in Engineering, Computer Science, IT, or related field - ITIL / ITSM certification (preferred) - Lean Six Sigma (preferred)

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