Support Centre Manager

Brandtech (formerly known as OLIVER) is a global team of creative thinkers tech-savvy trendsetters and production pros specialising in film CGI automation AI motion design and digital/print content. We partner with over 300 clients in 40 countries and counting. Our focus is to connect clients with high-quality solutions talent and ambitious opportunities worldwide.

As a part of The Brandtech Group were at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency spark creativity and drive insightful decision-making empowering our teams to produce innovative and impactful results.

Role: Support Centre Manager

Location: Mumbai India

About the role:

We areseekinga highly skilled and hands-on Support Centre Manager to lead our centralized global support function. This role is critical in ensuring smooth operations governance and growth of our support centre model while driving efficiency scalability and alignment with businessobjectives. The Support Centre Manager will support IT and backend operationsteamsrequirement across TheBrandtechGroup companies manage stakeholder relationships and deliver measurable business value through optimized support delivery and cost governance.

The ideal candidate will also bring expertise in leveraging AI and automation to reimagine workflows enhance productivity and embed data-driven decision-making into daily operations.

What you will be doing:

Strategic Leadership

• Define implement and evolve the global support centre operating model in line with businessobjectives.

• Embed AI and automation as enablers for scalability predictive insights and proactive issue resolution.

• Serve as thecentral pointof contact for regional leadership ensuring seamless coordination across geographies and functions.

• Drive continuous improvement operational efficiencies and scalability of support functions.

Team & Operational Management

• Lead and oversee a global support centre team (150 team members).

• Ensure effective service delivery across core support areas: IT HR Talent Finance Operations Transformation Data Technology and Training.

• Establish governance frameworks role clarity and line management accountability for all onboarded resources.

• Monitor and enhance service levels ensuring 24x7 IT support coverage worldwide.

• Champion automation-first practices to reduce manual dependencies and free up talent for higher-value tasks.

Hiring & Onboarding Process

• Partner withBrandtech Talent team to manage end-to-end hiring lifecycle: role calibration JD development Greenhouse entry candidate coordination and finalselection.

• Ensure smooth onboarding assignment of line managers and integration into the support centre structure.

• Introduce AI-driven hiring tools and analytics to improve speed and quality of talent acquisition.

Commercials & Billing Governance

• Oversee monthly cross-charge and billing processes ensuring accuracy transparency and compliance with transfer pricing policies.

• Manage changes to cross-charge due to compensation or contractual changes.

• Ensure any potential commercial transactions are tracked and billed accurately.

• Deliver year-on-year overhead reviews ensuring savings and efficiencies are passed back to business stakeholders.

• Use AI-powered financial forecasting tools to improve predictability and cost optimization.

Stakeholder Management

• Act as a strategic partner to group business stakeholders (department heads across the regions and group agencies) providing benchmarks cost estimates and savings opportunities.

• Communicate effectively with senior leadership across global entities to align support functions with business needs.

• Ensure business satisfaction through regular surveys updates transparent reporting and governance forums.

• Use automation and AI-driven dashboards to deliver real-time insights to stakeholders.

Reporting and Forecasting

• Run quarterly business reviews with regions and service lines.

• Provide transparent dashboards onutilization SLA/OLA compliance cost-to-serve savings and coverage.

• Run quarterly forecasting for support centre function with commercial team.

• Leverage predictive analytics and AI models to proactively address gaps in service delivery or resourcing.

What you need to be great in this role:

• Bachelors orMasters degree in Business Administration Operations IT Management or related field.

• 12 years of experience in global support/operations management with at least 5 years in a leadership role.

• Proven experience managing large teams across diverse functions in a global matrix environment.

• Strongexpertisein IT support backend operations and cross-functional service delivery.

Req ID: 17049

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Our values shape everything we do:

BeAmbitiousto succeed

BeImaginativeto push the boundaries of whats possible

BeInspirationalto do groundbreaking work

Bealways learningand listening to understand

BeResults-focused to exceed expectations

Be actively pro-inclusive and anti-racist across our community clients and creations

Brandtech a part of the Brandtech Group is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential and individual differences are valued and respected. All applicants shall be considered for employment without regard to race ethnicity religion gender sexual orientation gender identity age neurodivergence disability status or any other characteristic protected by local laws.

Brandtech has set ambitious environmental goals around sustainability with science-based emissions reduction targets. Collectively we work towards our missionembedding sustainability into every department and through every stage of the project lifecycle.