Technology Operations Manager

Job Description:

This role is responsible for the daytoday execution and stability of IT operational service delivery across the Cluster. The focus is on ensuring reliable highquality enduser technology services efficient operational processes and consistent service performance across offices and markets.

The role acts as a primary operational interface between business users technical teams and service providers ensuring technology services are delivered smoothly issues are resolved efficiently and service levels are met. This includes handson coordination of support activities operational governance metric tracking and continuous service improvement.

The position plays a key role in governing service delivery provided by Birlasoft and other vendors ensuring adherence to SLAs customer satisfaction targets operational controls and change protocols while supporting regional technology initiatives from an operational execution perspective.

Key Responsibilities

Technology Operations & Service Delivery

• Own daytoday IT service operations within the Cluster ensuring consistent reliable enduser support
• Monitor and track IT service performance incidents requests and recurring issues
• Coordinate with internal technical teams and external providers to ensure timely issue resolution
• Maintain operational focus on service availability stability and user experience
  

Demand Intake & Operational Coordination

• Act as the operational point of contact for business technology demands and requests
• Coordinate local execution of global and regional technology initiatives changes and standards
• Support rollout activities including user readiness training coordination and communications
• Ensure local operational requirements are captured and aligned with global technology direction
  
  

InHouse Technology Support & Event Enablement

• Plan coordinate and deliver handson technology support for inhouse business engagements including:
  • Business meetings
  • Townhalls
  • Client pitches
  • Workshops and internal events
• Ensure endtoend technology readiness including setup testing troubleshooting and onsite/remote support
• Actively resolve issues during highvisibility events to ensure minimal disruption
  
  

Vendor & Service Provider Operations

• Coordinate daily operational activities with vendors and thirdparty service providers
• Track vendor performance against agreed SLAs and quality expectations
• Support local procurement activities RFPs and supplier onboarding
• Execute vendor compliance checks and audits in line with market and corporate requirements
• Work with local suppliers for device and hardware provisioning where Dell LCH is not available
  
  

Service Management & Continuous Improvement

• Monitor service metrics trends and recurring operational issues
• Collect and analyze business feedback complaints and service data
• Identify and drive incremental operational improvements to improve service quality and efficiency
• Support ITILaligned processes including incident request change and problem management
  
  

Security Compliance & Operational Controls

• Support implementation and operation of security controls and local security initiatives
• Coordinate with Facilities (where applicable) on physical security elements such as access control and CCTV
• Support internal and external audits and certifications (e.g. ISO27001 JSOX)
• Maintain and regularly update local IT processes service documentation and operational guidelines
  
  

Infrastructure & Asset Operations

• Support physical IT infrastructure across offices and markets within the Cluster
• Coordinate technology activities for office moves renovations M&A and affiliate onboarding (technology scope only)
• Manage local file server governance including:
  • Folder structure and archiving
  • Access control reviews
  • Alignment with business and local policy requirements
    
    

Business Continuity & Operational Resilience

• Support and execute Disaster Recovery and Business Continuity activities as part of the Local IT Team
• Participate in DR/BCP testing documentation and operational readiness activities
  
  

Project & Change Execution

• Lead operational delivery and coordination for Technology Operations initiatives including:
  • Office relocations and technology deployments
  • Operational enablement of AI and automation initiatives
  • Support of business platform projects from a TechOps execution perspective
• Track milestones dependencies risks and operational readiness

Diversity and Inclusion
At dentsu we believe in the power of diversity. Wewelcome all applications regardless of age disability gender reassignment marital or civil partner status pregnancy or maternity race color nationality ethnic or national origin religion or belief sex or sexual orientation.

Contact:

We look forward to receiving your application for any questions please contact the TA in charge of this role: David Ryall Senior Talent Acquisition Partner EMEA NE by email at: EMEA NE. #LI-DENTSU #LI-Onsite #LI-DR2

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