Operations Manager

We are looking for an experienced Operations Manager to lead our managed services team in India. You will be responsible for leading engineers, ensuring high-quality service delivery, improving operational processes, and delivering exceptional customer outcomes across multiple client environments. This role requires a strong people leader who can build accountability, drive operational excellence, and create a customer-first culture.
Responsibilities:
Team Leadership: Lead, mentor, and develop a team of managed services engineers by setting clear expectations, driving accountability, and fostering a high-performance culture. Coach team members, provide regular feedback, and proactively manage performance.
Service Delivery: Own the day-to-day delivery of managed services across multiple customer environments. Ensure services are delivered in line with SLAs, contractual commitments, and operational standards while maintaining high levels of customer satisfaction.
IT Service Management: Drive the adoption and continuous improvement of ITIL-based service management practices, including Incident, Major Incident, Problem, Change, Patch, Backup, Event, Availability, and Capacity Management, to ensure reliable and efficient service delivery.
Process and Customer Management: Continuously improve operational processes, workflows, and governance. Maintain operational discipline through effective ticket management, clear customer communication during incidents, regular service reviews, and continuous improvement initiatives.
Requirements:
Mandatory Requirement: This role is strictly for candidates with prior experience in a Managed Services Provider (MSP) environment. Applications without MSP experience will not be considered.
3+ years of experience in IT operations, service delivery, or managed services.
2+ years of people management experience.
Mandatory experience working in a Managed Services Provider (MSP).
Experience managing multiple customer environments.
Strong knowledge of ITIL and IT service management practices.
Excellent leadership, communication, and stakeholder management skills.
Strong problem-solving and decision-making abilities.
ITIL v4 Certification.
Experience with Microsoft technologies (Azure, Intune, Azure Virtual Desktop).
Exposure to Cisco, Meraki, or enterprise networking.

Experience
7-10 yrs