IT Operations Manager (Service Delivery)

10 - 15 years

25 - 30 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Operations Manager (SD)

The ideal candidate is an operational powerhouse-skilled in process improvement, cross-functional coordination, people leadership, and data-driven decision-making. This role requires a hands-on leader who can drive performance, streamline operations, and ensure exceptional service delivery across multiple functions.

Experience Required:

  • 10-15+ years of experience in Managed services, Service Delivery (SD), or Operations Management.
  • Strong understanding of ITIL framework (ITIL certification preferred).
  • Experience leading teams in a 24x7 managed services or support environment.
  • Experience managing CRM or customer-facing support teams; familiarity with FCRT or technical resolution teams is a strong plus.
  • Experience implementing CRM tools and workflow automation.
  • Excellent communication, customer relationships, and stakeholder management skills.
  • Ability to handle escalations with a calm, and solution-oriented approach.
  • Strong analytical and reporting skills.

Key Roles & Responsibilities:

  • Oversee end-to-end delivery of managed services across all customers.
  • Ensure adherence to SLAs, OLAs, and performance metrics.
  • Monitor daily operations, including Incident, Problem, Change, and Request management.
  • Lead operational reviews, including service reports, dashboards, and performance analysis.
  • Coordinate with support teams (L1/L2/L3, NOC/SOC, field services, etc.) to ensure timely issue resolution.
  • Lead and mentor the managed services team (engineers, analysts, supervisors).
  • Develop staffing plans, shift schedules, and workforce strategies for 247 operations.
  • Manage escalations and ensure rapid corrective actions.
  • Implement and enforce ITIL-aligned processes and best practices.
  • Monitor service performance using KPIs (e.g., MTTR, SLA compliance, ticket backlog).
  • Maintain governance around security, compliance, and audit standards.

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