Operations Manager – IT Support

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 34 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 <10% within portfolio

• 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

Qualifications :

Educational qualification:

         Bachelors degree in Engineering Computer Science IT or related field

         ITIL / ITSM certification (preferred)

         Lean Six Sigma (preferred)

Experience:

         1520 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

Remote Work :

No

Employment Type :

Full-time