IT Service Operations Manager

Role Overview:

We are looking for an experienced IT Service Operations Manager to lead and manage the day-to-day IT service delivery function across the organization. The role will be responsible for ensuring reliable, efficient, and consistent IT services for employees across locations, while driving service quality, operational excellence, automation, and continuous improvement.

The role will own the end-to-end IT Service Operations lifecycle, including IT helpdesk, incident and escalation management, service requests, end-user computing, IT asset management, software provisioning and compliance, meeting room and VC services, vendor management, IT service reporting, and operational governance.

The ideal candidate should have strong ITSM experience, excellent stakeholder-management skills, a service-oriented mindset, and the ability to manage both people and technology partners.

Experience: 8–12 years
Mandatory Skills: IT Operations Management, ITIL/ITSM, Service Delivery, Vendor Management, IT Compliance

1. IT Service Operations & Service Delivery

• Own and manage day-to-day IT Service Operations across the organization.

• Ensure effective delivery of IT services in line with defined SLAs, OLAs, and business expectations.

• Oversee the IT helpdesk/service desk function, including ticket management, prioritization, resolution, and closure.

• Establish and monitor service KPIs, SLAs, response times, resolution times, backlog, and user satisfaction.

• Identify recurring issues and drive permanent corrective actions.

• Ensure appropriate escalation and communication for critical incidents and business-impacting issues.

• Drive service quality and continuously improve the employee IT experience.

• Own and continuously improve ITSM processes including Incident, Service Request, Problem, Change, and Knowledge Management.

• Ensure IT processes are documented, standardized, and followed consistently.

• Drive automation of repetitive service operations and manual workflows wherever practical.

• Establish effective reporting and dashboards to provide visibility into service performance and operational trends.

• Conduct periodic service reviews and identify opportunities to improve efficiency, quality, and cost.

• Oversee End-User Computing operations, including laptops, desktops, mobile devices, peripherals, and related services.

• Ensure effective provisioning, deployment, maintenance, replacement, and retirement of end-user devices.

• Oversee software provisioning, access requests, application support, and standard software availability.

• Ensure effective support for meeting rooms, VC systems, collaboration tools, and other employee-facing IT services.

• Coordinate with infrastructure, network, security, and application teams to resolve cross-functional issues.

• Own the complete IT asset lifecycle, from procurement and deployment through refresh, transfer, recovery, and disposal.

• Maintain accurate asset inventory and ensure appropriate ownership and accountability.

• Manage software licensing, provisioning, usage, renewals, and compliance.

• Identify opportunities to optimize software and hardware costs.

• Ensure IT assets and software remain compliant with organizational policies and licensing requirements.

• Manage IT vendors and service providers supporting IT operations.

• Define and monitor vendor SLAs, service quality, performance, and contractual commitments.

• Conduct regular vendor performance reviews and drive corrective actions where required.

• Support contract renewals, commercial negotiations, and service improvements.

• Ensure appropriate escalation and resolution of vendor-related issues.

• Ensure IT Service Operations adhere to organizational policies, procedures, and applicable compliance requirements.

• Maintain operational documentation, SOPs, service records, and evidence required for internal and external audits.

• Support ISO 27001 and other IT/security compliance initiatives.

• Ensure appropriate controls are implemented across IT service operations, asset management, access, software licensing, and end-user computing.

• Coordinate with Information Security, Risk, Compliance, and Audit teams on operational requirements and remediation activities.

• Lead, mentor, and develop the IT Service Operations team.

• Define responsibilities, goals, KPIs, and performance expectations for the team.

• Ensure adequate coverage and support for critical IT services across locations.

• Work closely with business stakeholders to understand service requirements and improve IT service delivery.

• Act as a key point of contact for business teams on IT service-related matters.

• Communicate major incidents, service changes, planned maintenance, and operational updates effectively to stakeholders.

• Identify opportunities to improve IT service quality, efficiency, and employee experience.

• Drive automation and self-service capabilities across IT operations.

• Evaluate new tools and technologies that can improve service delivery and operational efficiency.

• Reduce repetitive manual activities through workflow automation and process improvements.

• Establish a culture of proactive problem management rather than reactive support.

• Support the IT Annual Operating Plan and manage operational expenditure within approved budgets.

• Track IT operational costs, vendor spends, software licenses, and asset-related expenses.

• Identify opportunities for cost optimization without compromising service quality or security.

• Support annual planning for IT service improvements, technology refresh, and operational requirements.

Required Experience

• 8–12 years of experience in IT Operations, IT Service Management, Service Delivery, or a similar role.

• Proven experience managing IT Service Operations in a medium-to-large organization.

• Strong experience managing IT helpdesk/service desk and ITSM processes.

• Experience managing IT assets, software provisioning, licensing, and end-user computing.

• Experience managing IT vendors, contracts, SLAs, and service providers.

• Experience managing IT teams and working with cross-functional stakeholders.

• Experience supporting IT audits, compliance programs, and operational governance.

• Practical experience with ITSM platforms and service management tools.

• Experience driving automation and continuous improvement initiatives.

• IT Operations Management

• ITIL / IT Service Management

• Service Delivery & SLA Management

• Incident, Problem, Change & Request Management

• End-User Computing