IT Operations Manager (Service Delivery)

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.