Operations Manager – IT Services

Roles & Responsibilities:
1.    Service Delivery Excellence & Governance

• Own end-to-end operational performance for IT Services portfolio

• Ensure 98% CKPIF compliance across all clusters

• Monitor service metrics (OTDQ DFDQ CICD Scrum based outcomes)

• Establish and run portfolio-level governance forums

• Oversee major issue 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 by customer

 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 Services clusters

 3.    Automation & Operational Efficiency

• Identify repetitive development processes suitable for automation (RPA AI)

• Drive automation coverage in applicable IT Services workflows

• Improve resource utilization to 85%

• Reduce repeat issues 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

• Focus on creating reusable assets in various technologies

• Participate in productization initiatives for IT 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

• Experience in development lifecycle Agile / Scrum and waterfall (mandatory)

• Lean Six Sigma (preferred)

Experience:

• 1520 years in IT Service Management

• Minimum 10 years in leadership role managing managers

• Experience managing multi-account service portfolios

• Strong exposure to result-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 Development 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