Manager, IT Operations
WillScot
Remote
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About The Job
Job Title: Manager / Sr.Manager IT Operations, Pune
Shift : 03:00 PM TO 00:00 AM IST, 06:30 PM TO 03:30 AM IST
Cab Facility: To & Fro, Monday to Friday Work From Office
We are seeking an experienced and results-driven Manager, IT Operations to lead the WillScot IT delivery operations team at our Global Capability Center in Pune, India. The role is accountable for day-to-day execution, service quality, and workforce development at the site.
The position aligns closely with U.S. team members and functional areas to provide seamless, high-quality support to our business functions and customers. This role will contribute to availability, security, scalability, and reliability of enterprise IT systems while driving operational excellence, automation, and continuous service improvement.
What You'll Be Doing
- Partners and ensures alignment with U.S based functional leaders to recruit, onboard, and develop the Pune IT team.
- This role will lead IT helpdesk team, System Admin, Networking and future IT Infra team members.
- The candidate would work closely with US leaders to implement the strategies and ensure the governance and operating model between India and US team members.
- Drives performance management, coaching, retention, and shift coverage models that cover and extend U.S. support hours.
- Provide oversight of Service Desk resources including ticket quality, first-contact resolution, SLA attainment, and adherence to global ITSM process.
- Manage day-to-day activities for teams responsible for monitoring, incident and request handling, patching, and routine maintenance across infrastructure components in alignment with defined standards and change control.
- Lead creation and maintenance activities for the documentation of team processes and standards.
- Ensure process and security compliance across team functions.
- Operate within enterprise ITSM processes, identify automation and efficiency opportunities, and execute assigned modernization workstreams.
- Manage site-level vendors, contractors, and service providers in India.
- Contribute to the strategy and technology roadmap as well as continuous improvement efforts.
- Support audit and risk management activities through the execution of operational controls.
- Experience with ITIL frameworks and SOX compliance preferred.
- Bachelor’s degree (preferred: IT‑related field)
- Relevant IT industry certifications preferred including ITIL.
- BE/B Tech/ BCA/MCA Preferred
- 12-18 years of overall IT experience.
- 5+ years leading Infrastructure and Operations teams.
- Experience managing global IT operations across multiple locations.
- Proven experience leading Infrastructure, Cloud, Security, Network, and Helpdesk functions.
- Experience working in a Global Capability Center (GCC) or multinational environment preferred.
- Experience supporting and working with cross-functional teams in a dynamic environment.
As a global employer, we are committed to equal opportunity and fair employment practices. Hiring and employment decisions are based on job‑related skills, qualifications, experience, performance, and merit, consistent with business needs and applicable laws.