Manager - IT Operations

Job Description

Manager – IT Operations

Role Description

IT Service Delivery Manager plays a critical role in ensuring the effective delivery and management of IT services at Bristlecone. This role will be responsible for managing IT operations and service delivery for End User Computing services to the business and requires a close collaboration with internal stakeholders and technology partners/vendors to ensure IT services are delivered based on agreed service levels and business requirements.

Job Description

• Service Delivery Management:
• Manage end-to-end 24x7 Service Desk & IT Operations portfolio supporting internal users and providing end-user support on IT services.
• Manage and own end-to-end IT Service Management processes based on organizational specifics and requirements from business and process teams.
• Oversee the delivery of IT services to ensure they meet the agreed-upon service levels (SLAs) and customer expectations.
• Own and manage IT Operations and Service Desk team deliverables – allocate resources, distribute tasks within the team, control & governance.
• Manage the performance and quality of IT services, monitoring and improving service delivery processes.
• Ensure that IT services are aligned with business goals and customer requirements.
• Incident and Problem Management:
• Manage Critical and High severity incidents and problems.
• Lead the response to IT incidents, ensuring swift resolution and minimal impact on business operations.
• Identify and manage recurring issues (problems), driving long-term solutions to prevent future incidents.
• Drive RCA cadences with IT Ops, Infrastructure, Applications Support and process teams to identify root causes and provide appropriate solutions with sufficient technical expertise.
• Coordinate with relevant teams to troubleshoot and resolve complex technical issues.
• Service Improvement:
• Identify opportunities for service improvement based on feedback, performance metrics, and industry best practices.
• Develop and implement service improvement plans to increase efficiency, reduce downtime, and improve customer satisfaction.
• Measure the effectiveness of improvement initiatives and ensure continuous enhancement of service delivery.
• Stakeholder Communication:
• Act as the primary point of contact between IT service teams and business stakeholders, ensuring clear communication.
• Provide regular updates and reports on service performance, incidents, and ongoing service improvements to senior management.
• Manage customer relationships, ensuring their expectations are met and addressing any concerns or issues.
  
  

• Resource and Capacity Management:
• Ensure that sufficient resources (staff, tools, and technology) are available to deliver IT services effectively.
• Monitor service demand and capacity, making recommendations for resource adjustments based on usage trends.
• Plan for future resource requirements in alignment with business growth and service needs.
• Manage IT Asset Inventory – Laptops, Chromebooks, Printers, AV & Video Conferencing Systems and other peripherals.
• Forecast and track laptops and other IT assets based on business needs.
• Liaise with IT vendors for hardware and software requirements.
• Prepare reports on IT asset status and present them to IT leadership.
• Change and Release Management:
• Collaborate with change management teams to ensure IT changes are implemented with minimal disruption to service.
• Oversee the planning, testing, and deployment of new IT services and updates to existing services.
• Ensure that change and release processes are documented and followed properly.
• Budget and Cost Management:
• Manage the budget for IT service delivery, ensuring cost-effective solutions while maintaining service quality.
• Monitor spending on IT services and projects, identifying areas for cost savings without compromising service delivery.
• Vendor and Supplier Management:
• Manage relationships with third-party vendors and service providers to ensure the timely and quality delivery of services.
• Negotiate contracts and service level agreements with external vendors to meet organizational needs.
• Monitor and assess vendor performance, ensuring that they comply with agreed-upon terms and conditions.
• Compliance and Risk Management:
• Ensure that IT services comply with relevant regulations, standards, and internal policies.
• Manage risk assessment activities related to service delivery, proactively identifying and mitigating potential risks.
• Team Leadership and Development:
• Lead and mentor the service delivery team, ensuring they have the necessary skills and tools to perform their roles.
• Encourage professional development and provide opportunities for training and growth within the team.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Reporting and Analytics:
• Develop and present regular reports on service performance, incident trends, and service delivery metrics.
• Utilize analytics to forecast service demand and identify potential areas of risk or inefficiency.
  

Qualifications & Experience

• Bachelor’s Degree in IT or equivalent.
• Overall Experience of 12+ years in IT Operations, IT Service Delivery or similar roles.
  
  

Functional & Technical Expertise

• Expert in stakeholder management and customer relationship management.
• Ensure defining and meeting/exceeding service levels.
• Responsible for onsite/offshore End User Computing deliverables across APAC, USA, Canada and Germany geographies.
• Ability to build a cohesive team and to manage people effectively.
• Manage stakeholder relationships at VP & Director level.
• Clearly communicate the progress of new initiatives to internal and external stakeholders.
• Identify areas of improvement and strategies to enhance IT support services and manage IT service delivery issues and problems.
• Ensure appropriate departmental and company procedures and policies (i.e. change control, security and auditing, configuration, problem and incident management) are followed in IT service delivery.
• Own, coach and develop a team of support analyst and managers, provide thought leadership and guidance to reporting outputs, coaching them on incident & problem management processes.
• Participate in internal and external ISO audits for IT Operations.
• Maintain and update risk register, access control tracker and other audit related documents.
• Identify ways to improve the customer support experience throughout the lifecycle of a ticket.
• Provide technical leadership, 2nd/3rd line support on complex hardware and software related issues.
• Ensure there are robust procedures and processes within the IT Operations function.
  
  

Required Skills

• Minimum of 12 to 15 years of experience in managing IT Operations, support teams, ITSM functions (Incident management, Problem Management, Change Management, Availability Management, Configuration Management).
• ITIL Foundation certification is a must (ITIL Intermediate and Expert will be preferred).
• Strong communication skills at senior management internally and externally.
• Should have experience in ITSM tools – ManageEngine ServiceDesk, Service now or similar tools.
• Demonstrable ability to communicate, present to key stakeholders at all levels of an organization including executive leadership.
• Enterprise IT service delivery, end-user and application support experience preferred.
• Experience in setting up and managing ITSM function.
• Should have experience working with customers and setting up and refining the processes based on ITIL framework.
• Proven ability to manage and deliver multiple End User Computing projects at a time, while maintaining quality control and process adherence.
• Demonstrated history of leadership, managing teams and IT projects.
• Experience in guiding the team to work on creation of SOP, KEDB and improvise the ITIL processes.
  
  

Soft Skills

• Act as an ambassador for Bristlecone IT always when working; promoting and demonstrating positive behaviors.
• Should be able to handle Business & Process User discussions independently and should have excellent communication skills.
• Excellent written and verbal communication skills and interpersonal skills.
• Ability to assume a leadership role, owning the job, team player, constant focus on results.
• Strong troubleshooting, analytical and problem-solving skills; quick learner.
• Ability to multi-task, work under pressure and meet challenging deadlines.
• Ability to adapt quickly, working in a dynamic business environment.
• Ability to work in a global multicultural environment.
  
  

Qualifications

B.E./B.Tech./Graduate - Computer Science or IT

MCA/M.Sc. - Computer Science or IT

About Us

ABOUT US

Bristlecone is the leading provider of AI-powered application transformation services for the connected supply chain. We empower our customers with speed, visibility, automation, and resiliency – to thrive on change.

Our transformative solutions in Digital Logistics, Cognitive Manufacturing, Autonomous Planning, Smart Procurement and Digitalization are positioned around key industry pillars and delivered through a comprehensive portfolio of services spanning digital strategy, design and build, and implementation across a range of technology platforms.

Bristlecone is ranked among the top ten leaders in supply chain services by Gartner. We are headquartered in San Jose, California, with locations across North America, Europe and Asia, and over 2,500 consultants. Bristlecone is part of the $19.4 billion Mahindra Group.

Equal Opportunity Employer

Bristlecone is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status .

Information Security Responsibilities

• Understand and adhere to Information Security policies, guidelines and procedure, practice them for protection of organizational data and Information System.
• Take part in information security training and act while handling information.
• Report all suspected security and policy breach to InfoSec team or appropriate authority (CISO).
• Understand and adhere to the additional information security responsibilities as part of the assigned job role.