It Operations Manager

Markup Designs is a premier IT & Digital Solutions Provider. We are seeking a seasoned and strategic Operations Manager to oversee the operational backbone of our organization.

We are not just a service provider; we are a technology partner to global enterprises. We need a leader who understands the business of technologyResource Utilization, Software Delivery Lifecycles (SDLC) from a P&L perspective, and Corporate Governance. You will be responsible for optimizing our infrastructure, ensuring compliance, and maximizing the profitability of our delivery centers.

Key Responsibilities

1.

• SOP Architecture: Own the "Company Playbook." Define and enforce rigorous workflows for every function (Sales-to-Delivery Handover, UAT Sign-off Protocols, Client Onboarding), ensuring we operate with the precision of a top-tier consulting firm.
• Infrastructure & Compliance: Oversee the seamless functioning of IT assets and office infrastructure. Ensure strict adherence to Information Security (InfoSec) and Data Privacy standards required by our international enterprise clients.
• Internal Audits: Conduct regular "Health Checks" on departments. Ensure that the Technical Project Managers are maintaining documentation and that HR is adhering to recruitment SLAs.

2. Resource Capacity & Profitability Strategy

• Utilization Management: Move beyond simple attendance tracking. Analyze resource allocation data to forecast hiring needs vs. bench strength. Your goal is to maintain an optimal Billable Utilization Rate (80%+) without burning out talent.
• Bench Optimization: Manage the "Bench." Ensure idle resources are deployed on internal R&D, training, or upskilling to remain productive assets.
• Margin Protection: Monitor the Profit & Loss (P&L) of active projects. Identify "margin leaks" (e.g., scope creep, unbilled hours, excessive use of senior resources on low-budget projects) and implement corrective measures.

3. Cross-Functional Orchestration

• The "Central Hub": Act as the operational bridge connecting Sales, Operations, Technology (DND), HR, and Finance.
• Example: Ensure Sales does not oversell capacity that Tech doesn't have.
• Example: Ensure HR recruits the exact tech stack needed for the upcoming pipeline.
• Performance Monitoring: Implement a rigorous internal reporting system. Ensure Department Heads (TPM, SMM, Sales Head) submit accurate, data-backed reports to the Directors on time.

4. Financial & Vendor Operations

• Revenue Operations: Oversee the commercial side of deliveryensuring Milestones are signed off and Invoices are raised on time.
• Vendor Management: Manage negotiations with software vendors (AWS, Jira, Adobe, etc.) and service providers to ensure cost-efficiency.

Required Qualifications

• Experience: 5-10+ years of total experience, with a mandatory 3+ years in Operations Management within an IT Services, Software Development, or Digital Transformation company.
• The "Business of IT" Mindset: You understand that code costs money. You understand concepts like "Fixed Bid vs. T&M," "Resource Loading," and "Gross Margins."
• Operational Mindset: You think in systems and flowcharts. You despise "ad-hoc" work and chaos.
• Tools: Proficiency in Resource Management Tools, CRM (HubSpot/Salesforce), and Project Management platforms (Jira).
• Leadership: Gravitas to work alongside Directors and hold Technical Leads and Sales Heads accountable.

Key Performance Indicators (KPIs)

• Resource Utilization Rate: Maintaining billable levels >80%.
• Gross Margin Improvement: Reduction in operational wastage and unbilled hours.
• SOP Compliance: % of adherence to company processes across departments.
• Internal SLA Adherence: Speed of resolution for internal tickets (Sales, Operations, IT support, HR hiring, Finance approvals).