Manager - Technology Services

About the Role

We are hiring for an IT Manager based out of Mumbai location. The IT Manager will strategically oversee end-user services, IT projects, and service delivery across multiple locations, including the management of core IT infrastructure and cybersecurity operations, ensuring alignment with business goals. This role involves full ownership of managing IT budgets, procurement, and strategic vendor relationships while driving optimization and customization initiatives.

The candidate will lead a distributed team or service desk, establishing and enforcing adherence to ITIL processes and critical SLA compliance. A key focus will be on continuous process improvement to enhance member experience. The role also includes establishing and reporting through dashboards and trackers, supporting defined cross-functional projects, and ensuring efficient, high-quality IT services.

Roles and Responsibilities

• Lead and manage End User Services (EUS) across multiple office locations ensuring high service quality and user satisfaction for our Members and Internal Employees.

• Oversee the operational integrity of core IT infrastructure (Network, Server, Cloud, and Telecom).

• Drive and deliver strategic IT projects and initiatives, ensuring alignment with business goals and timelines.

• Own and be accountable for the annual IT budget, including forecasting, tracking, and optimizing expenditures.

• Lead end-to-end IT procurement, including vendor selection, contract negotiation, invoice processing, and SRN (Service Receipt Note) management, with defined approval authority limits.

• Implement and lead optimization projects to improve IT operations, efficiency, and cost-effectiveness.

• Collaborate on cross-functional initiatives, focusing on delivering the necessary IT infrastructure components to support enterprise goals.

• Manage the IT Service Desk, ensuring prompt and professional support for all users.

• Lead and coordinate a distributed IT team across various geographical locations.

• Ensure robust people management, including team mentoring, performance reviews, and professional development.

• Handle strategic vendor management including selection, contracts, performance evaluation, and compliance.

• Deliver and manage customization and integration projects as per business requirements.

• Govern IT services using ITIL best practices and ensure continuous adherence to ITIL frameworks.

• Drive Continuous Process Improvement (CPI) to enhance member experience and service delivery.

• Establish, track, and maintain leadership dashboards, showcasing KPIs, SLAs, and performance metrics.

• Produce service desk reports and trackers on ticket data, resolution trends, and SLA compliance.

• Define, monitor, and ensure all tickets and service requests are delivered within agreed SLAs and quality standards.

• Tracking Budget vs Actual spends

• Take handover of IT services from Projects team at new locations

Experience and Qualifications

• 8+ years in Managing IT Infra/EUS with at least 3-5 years in a managerial role

• Proven experience in IT Service Management and End User Computing.

• Solid technical foundation in core infrastructure domains such as networking (LAN/WAN/Wi-Fi), cloud services (e.g., AWS/Azure/GCP basics), and IT Security principles.

• Strong project management skills - planning, execution, and delivery.

• Solid understanding and hands-on experience with ITIL framework (Certification preferred).

• Excellent people management and leadership skills.

• Strong analytical and problem-solving skills with a focus on data-driven decision-making.

• Expertise in budgeting and cost optimization, demonstrating direct budget ownership experience, within IT environments.

• Skilled in managing vendors, negotiating contracts, and leading procurement processes.

• Proficient in tools for dashboarding, reporting, and ticketing systems (Sales force/Fresh service preferred).

• Excellent communication and interpersonal skills with the ability to work cross-functionally.

• Experience in driving customer/member-centric improvements through IT initiatives.

• Strong problem-solving skills.

• Ability to work independently and in a team setting.

• Proactive and self-motivated.

• Detail-oriented with a focus on process improvement.