ITIL Operations Support Manager

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About the Company

• Movate is a new age services company that harnesses the power of digital technologies to reimagine customer engagements.
• We enable businesses to anticipate and face disruptions effectively through our digital, technology and support services.
• We are a global customer experience and technology consulting services provider and a digital transformation partner of choice for its clients, which include the world’s top innovators across industries, from mid-market players to large enterprises.
• We have a diverse team of over 11,500 customer-centric thinkers, collaborators, and co-creators across 20 global locations.

About the Role:

We are seeking an experienced and ITIL certified Operations Support Manager to oversee and enhance IT service operations, ensuring the delivery of high-quality IT support aligned with business goals. The ideal candidate will manage the daily operational activities, lead the support team, and implement ITIL best practices to improve efficiency and service quality.

Key Responsibilities:

• Manage and lead the IT operations support team to deliver timely and effective resolution of incidents and service requests.
• Implement and maintain ITIL processes such as Incident Management, Problem Management, Change Management, Configuration Management, and Service Level Management.
• Ensure operational activities align with defined IT service management (ITSM) frameworks and organizational policies.
• Monitor and report on service performance and compliance against SLAs, driving continuous service improvement.
• Collaborate with cross-functional teams to coordinate incident resolution and manage escalation processes.
• Conduct root cause analysis and develop preventive measures to minimize recurring issues.
• Develop and maintain documentation, operational procedures, and workflows in accordance with ITIL standards.
• Lead capacity planning, availability management, and ensure the reliability and stability of IT services.
• Support IT audits and compliance requirements related to IT service management.
• Provide training, coaching, and mentorship to support team members.
• Act as a liaison between technical teams and business stakeholders to ensure clear communication and understanding of operational issues and solutions.

Required Qualifications:

• ITIL Foundation certification is mandatory; ITIL Intermediate or Expert certification preferred.
• Proven experience (10+ years) in IT operations management, service delivery, or support roles.
• Strong knowledge and hands-on experience with ITIL service management practices.
• Experience managing teams and driving operational excellence.
• Excellent problem-solving skills and ability to manage multiple priorities.
• Strong communication and interpersonal skills.
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
• Understanding of IT infrastructure, networking, and cloud services is a plus.

Desired Attributes:

• Proactive and results-oriented with strong leadership qualities.
• Ability to work under pressure and in a fast-paced environment.
• Strong analytical skills and attention to detail.
• Customer-focused mindset with a commitment to service quality.

Pay range and compensation package

• Competitive salary based on experience and qualifications.

Equal Opportunity Statement

• We are an equal opportunity employer and are committed to creating a diverse and inclusive

workplace.

• We encourage applications from all qualified individuals regardless of race, gender, age, sexual

orientation, disability, or any other characteristic protected by law.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.