Operations Manager

Team Leadership & Management\n• Lead, mentor, and support a high-performing, time-sensitive operations team.\n• Foster a culture of accountability, inclusion, collaboration, and continuous improvement.\n• Resolve team issues proactively and promote staff development and engagement.\n2. Operational Management & Oversight\n• Oversee end-to-end ITSM operations, including Incident, Service Request, Change, and Problem\nManagement processes.\n• Monitor key metrics and SLAs to ensure high levels of service delivery and operational efficiency.\n• Ensure prompt engagement and support during P1 and P2 incidents; participate in incident bridges\nfor real-time resolution and communication.\n• Supervise monitoring of the HCL BigFix Service Management Ops mailbox and ensure timely\nresponses to escalations and queries.\n3. Stakeholder & Vendor Communication\n• Serve as the primary point of contact for internal stakeholders and external vendors.\n• Maintain clear, consistent communication channels with clients, stakeholders, and third-party\nservice providers.\n• Lead stakeholder and vendor meetings to align on goals, expectations, and improvements.\n4.

Cross-functional Collaboration\n• Collaborate with Product, Development, QA, and Release teams to address tool enhancements,\nbug fixes, and reported issues.\n• Plan & Participate in testing, validation, and deployment of new releases and hotfixes.\n5. Quality Assurance & Process Improvement\n• Review and optimize existing operational processes to improve efficiency, reduce manual effort,\nand enhance service quality.\n• Implement and maintain quality assurance standards and drive continuous improvement\ninitiatives.\n6. Governance & Reporting\n• Act as a Support Account Manager (SAM) during governance meetings for key clients.\n\n• Track client satisfaction metrics, ensure prompt query resolution, and maintain strong client\nrelationships.\n• Develop and maintain dashboards, trackers, and reports for internal and external stakeholders.\n7.

Compliance & Audits\n• Collaborate with the Compliance team to ensure adherence to audit and regulatory requirements.\n• Ensure timely completion of internal and external audit tasks and documentation.\n8. Release Management\n• Participate in planning, testing, and validating new releases, ensuring timely resolution of bugs or\nissues.\n• Manage deployment activities and coordinate post-release support.\n9. Team & Resource Management\n• Maintain and update the team roster to ensure coverage in all shifts, including on-call support.\n• Manage staffing needs, leave approvals, timesheet validations, and resource planning across shifts.\n\nQualifications & Skills\n• Bachelor's or Engineering degree in Computer Science, Information Technology, or related field.\n• ITIL v3 or v4 Foundation (Intermediate/Expert level certification is a plus).\n• Proven experience managing ITSM tools and operations (e.g., ServiceNow, Remedy, Cherwell, etc.).\n• Strong understanding of Incident, Problem, Change, and Request Management processes.\n• Experience in stakeholder/vendor management and client-facing roles.\n• Excellent communication, leadership, and problem-solving skills.\n• Proficiency in reporting tools (e.g., Excel, Power BI, ServiceNow Reporting).\n• Ability to manage multiple priorities in a fast-paced environment.\n\nInterested candidates share CV at