Operations Manager – IT Support

Job Description

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 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:

. Bachelor's degree in Engineering, Computer Science, IT, or related field

. ITIL / ITSM certification (preferred)

. Lean Six Sigma (preferred)

Experience:

. 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