Operations Manager - Managed Services

Key result / Decision areas:

We are seeking an experienced Operations Manager to lead our Managed Services delivery team.

In this role, you will oversee end-to-end service operations supporting global enterprise customers across Network, LAN, WAN, Wi-Fi, ISE, Monitoring, Management & AIOps tools and technical helpdesks.

You will drive operational excellence, ensure strict SLA adherence, act as the primary escalation point and champion continuous service improvement (ITIL/ITSM) across complex international sites.

Service Delivery & Operational Excellence:

- SLA & Quality Management: Deliver enterprise-grade services meeting all defined Service Level Commitments, ensuring appropriate quality controls and operational standards are maintained.

- Process & Framework Enforcement: Drive operations using ITIL, ITSM, and industry best practices. Continuously improve operational systems, processes, and policies to support better management reporting and information flow.

- Technical & Process Governance: Apply a deep technical background in enterprise networking (LAN, WAN, Wi-Fi, ISE, and management tools) to oversee critical, high-risk technology areas and guide complex troubleshooting.

- Incident & Problem Management: Own governance for Incident Resolution (IR), Root Cause Analysis (RCA), and Service Improvement Plan (SIP) documents. Drive proactive alarm triage and automated workflows.

Customer Relationship & Stakeholder Management:

- Primary Point of Contact (SPOC): Act as the key escalation and communication SPOC for global customers regarding operational requirements, project coordination, and escalations.

- Client Reviews & Trend Analysis: Lead periodic customer service management reviews, present operational metrics, and perform trend analysis to identify proactive measures.

- Business Growth: Identify and channel new sales or expansion opportunities arising organically from service delivery.

Team Leadership & Talent Management:

- People Leadership: Manage, mentor, and motivate a high-performing team of subject matter experts. Maintain high morale, productivity, and staff satisfaction.

- Resource & Roster Management: Own shift roster management, training tracking, and performance recognition initiatives.

- Talent Development: Identify internal talent, define structured employee development plans, and ensure adherence to company procedures and floor discipline.

Strategic Planning & Complexity:

- Organizational Strategy: Contribute to short- and long-term organizational planning as an integral member of the operations leadership team.

- Complex Problem Solving: Exercise significant independent judgment on complex technical and business issues, leading cross-functional initiatives and functional project teams.

Key Result Areas (KRAs):

- SLA Compliance: Achievement of contractual SLAs, uptime targets, and incident response/resolution benchmarks.

- Customer Satisfaction (CSAT): High customer satisfaction ratings driven by effective stakeholder communication and swift escalation resolution.

- Service Quality & Process Maturity: Successful execution of Service Improvement Programs (SIPs), flawless RCA delivery, and robust ITIL/ITSM process adherence.

- Team Performance & Retention: Maintenance of high staff morale, effective shift coverage, structured talent development, and zero critical operational bottlenecks.

Essential role related competencies, skills, certifications and experience:

1. Core Technical & Operational Competencies:

- Enterprise Connectivity & Cloud: Working knowledge of enterprise connectivity, collaboration, and cloud-related managed services support.

- Systems & Business Continuity: Familiarity with complex systems functionality and business continuity frameworks.

- ITS/ITSM Tooling: Hands-on experience using enterprise IT service management and call logging systems (such as ServiceNow, Remedy, HPSD, or Clarify).

- Framework Mastery: Strong working knowledge of the ITIL framework and remote infrastructure operations, with high proficiency in driving ITSM best practices.

2. Incident & Bridge Management:

- Ticket Lifecycle Governance: Manage and coordinate all activities across the end-to-end incident lifecycle.

- Critical Incident Notifications: Drive the prompt issuance of P1/P2 incident notifications in strict adherence to agreed operational processes.

- Bridge Chairing & Restoration: Lead bridge calls to drive cross-functional coordination, rapid incident resolution, and timely service restoration, following global Service Restoration Management processes.

- Stakeholder & Vendor relation building & Coordination: Execute real-time, continuous follow-ups with various customer stakeholders and external vendors to expedite incident resolution.

- Post-Incident Reporting: Ensure comprehensive process for Incident Timeline and Root Cause reports, generated immediately following resolution.

3. Leadership, Soft Skills & Continuous Improvement:

- Communication & People Management: Possess exceptional communication, interpersonal, people management, and team leadership skills.

- Training & Development: Formulate targeted skill-improvement and training plans, ensuring their successful execution across the team.

- Process Enhancement: Actively contribute to ongoing operational improvements and participate in enterprise-wide process enhancement initiatives.

- SLA Adherence: Demonstrated track record of delivering managed services strictly aligned with defined Service Level Commitments in a 24/7 delivery environment.

Education, Qualifications and Certifications:

- Bachelor's degree in Computer Science, Engineering, Telecom, Business, or related field or equivalent.

- ITIL Foundation certification - Mandatory.

- ITIL Intermediate Certification - Preferred.

- PMP certified - Preferred. At least PMP trained.

- MBA / PGDBA - Preferred.

Experience:

- Minimum of 15 years of overall experience in IT services field & minimum of 5+ years of experience in managing a technical support team as Supervisor roles - Shift Lead/Team Lead/Operations Manager.

- Excellent interpersonal skills.

- Good oral/written communication skills.

- Good person management skills.

- Good team management skills.

- Business awareness.

- Strong Customer Focus.

- Should have Convincing skill.

- Ability to work under pressure.

- Adaptability & responsiveness to department.

- Fully flexible and prepared to operate within a 24x7 global delivery environment.

Skills

IT Operations, Service Delivery, ITIL, IT Project Management, PMP