Information Technology Operations Manager

ITSM Operations Manager is responsible for overseeing the design, implementation, and continuous improvement of IT Service Management processes and practices. The role involves managing ITIL-based service operations, ensuring service levels are met, enhancing customer satisfaction, and driving operational excellence across IT support functions.

Responsibilities

• Lead and manage all core ITSM functions, including Incident, Request, Problem, and Change

Management.

• Track, monitor, and ensure timely resolution of tickets logged in the ITSM tool; escalate as necessary to avoid SLA breaches.

• Identify potential escalations, communicate with relevant stakeholders, and drive prompt corrective action.

• Ensure strict adherence to ITSM policies and ITIL best practices.

• Regularly monitor SLA performance, analyze breaches, and implement improvement measures.

• Lead and mentor the ITSM support team across PAN India; oversee training, performance management, and succession planning.

• Identify process improvement opportunities and deliver process training programs to enhance efficiency and compliance.

• Prepare and maintain daily status updates, MIS reports, and executive summaries for leadership.

• Develop, review, and maintain Standard SOPs for ITSM processes.

• Manage resources PAN India, including deployment, upskilling, and workforce planning.

• Drive the onboarding and offboarding process for team members.

• Lead attrition management initiatives, including engagement, retention, and exit process analysis.

• Conduct regular process audits and compliance reviews to ensure service quality.

• Lead major incident management, conduct root cause analysis, and implement preventive and

corrective measures.

• Monitor and manage SLAs and OLAs with internal teams and third-party vendors.

• Develop and maintain ITSM dashboards, KPI reports, and performance scorecards.

• Ensure timely and transparent communication of service disruptions, changes, or performance

anomalies.

• Coordinate with vendors and managed service providers for escalation, service delivery, and compliance.

Technical Skills required

1) Proven experience in ITSM leadership roles with hands-on exposure to ITIL-based practices.

2) Strong understanding of ticketing systems (ServiceNow, Remedy, etc.) and reporting tools.

3) Excellent skills in people management, process governance, and stakeholder coordination.

4) Ability to lead under pressure, especially during major incidents and high-impact scenarios.

5) Familiarity with compliance frameworks, audit processes, and security policies is a plus.