Senior Manager, IT Operations

Job Overview
We are looking for a Senior Manager, IT Operations who loves solving problems and is passionate about building reliable, secure, and scalable technology services for a global workforce.
You will build and lead an India-based global IT delivery team that supports endpoint engineering platforms, service operations, Jira administration, and business systems delivery. Working closely with IT Engineering, Security, Business Systems, and business leaders in the United States and around the world, you will raise the bar on service quality, automation, modern endpoint management, and delivery execution.
You have a proven track record building high-performing technology teams in India and operating in a global matrix model. You can turn strategy and technical roadmaps into clear delivery plans, develop people and capabilities, and create dependable services while aligning with global standards and local operating needs.
Responsibilities
Exercise discretion and independent judgment with respect to matters of significance.
Build the India IT delivery team: Define the operating model, hire and develop talent, establish career paths and skills development, and create a strong one-team culture with global peers.
Lead Global Delivery execution: Set the delivery cadence, capacity plans, priorities, service measures, and escalation practices that enable the India team to support global IT and business systems outcomes.
Support the Endpoint Engineering platform: Lead the India delivery capability supporting Microsoft Intune/Endpoint Manager and related endpoint technologies, including device enrollment, configuration profiles, application deployment, patching, compliance, reporting, and operational troubleshooting for Windows and macOS.
Partner with Endpoint Engineering: Work with US-based endpoint engineering, infrastructure, security, and support leaders to turn platform roadmaps into dependable operational support, automation, documentation, and continuous improvement.
Be accountable for Jira Administration delivery: Ensure reliable administration of Jira and Jira Service Management, including workflows, permissions, service catalogs, automations, reporting, integrations, and governance.
Lead Business Systems delivery in a matrix: Manage the local delivery, performance, staffing, quality, and escalation management for designated Business Systems team members who have dotted-line relationships with US-based functional leaders.
Drive service excellence: Standardize intake, triage, incident, request, change, and escalation processes; enforce service commitments; and use metrics to improve backlog health, customer experience, endpoint compliance, and delivery quality.
Strengthen security and controls: Partner with Security and IT Engineering on endpoint hardening, least privilege, identity and access controls, audit readiness, and remediation of device compliance gaps.
Build knowledge and automation: Create reusable runbooks, knowledge articles, self-service experiences, and workflow or endpoint automation that reduces manual work and creates a consistent global employee experience.
Manage stakeholders and vendors: Communicate clearly with US and global leaders, surface risks early, support key service partners, and contribute to cost-effective technology decisions.
Skills Requirements
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience.
10+ years of professional experience in IT, technology operations, endpoint engineering, service delivery, or business systems, with 5+ years leading teams in a global or distributed environment.
Experience building or scaling an India-based delivery organization with a demonstrated ability to hire, coach, performance-manage, and develop technical talent.
Hands-on leadership with Microsoft 365, Intune, Entra ID, Windows 10 and 11, macOS management, application deployment, device compliance, endpoint security, and service management operations. SCCM or Configuration Manager experience is valuable.
Strong Jira and Jira Service Management experience including workflows, SLAs, automations, permissions, reporting, service catalogs, and integrations.
Matrix leadership experience managing team members who are aligned to functional leaders in another geography while maintaining local people accountability, delivery quality, and escalation ownership.
Skilled in operating and improving technology services with strong problem-solving, root-cause analysis, capacity planning, and executive-ready reporting skills.
Security-minded with experience partnering on endpoint security, EDR or XDR, phishing or malware response, secure access, and audit or compliance controls.
Excellent communication and stakeholder management with strong written and spoken English and the ability to work effectively across time zones and technical disciplines.
Preferred
Relevant certifications: Microsoft Endpoint Administrator, ITIL, Atlassian, Agile, or program management credentials.
Automation and IT operations tooling: Experience with PowerShell, endpoint or workflow automation, IT asset management, remote support tools, and AI-enabled knowledge or self-service capabilities.
Global scale: Experience supporting teams and stakeholders across North America, India, Latin America, APAC, or ANZ.
Note: All offers are contingent upon successful completion of a background check
*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
AGS is an equal opportunity employer

Work arrangement
No