Senior Manager - Infrastructure

Description

I found several internal Operations and Service Delivery Manager role descriptions that align with a Technology Operations Manager position, including Job Description - Deploy_MEA_RPM - Service Delivery & Operations Manager.docx, Group_Operations_Lead_Job_Description.pdf, and OPERATION MANAGERS RITUALS. These emphasize service delivery, IT operations, stakeholder management, automation, governance, ITIL, financial management, and operational excellence. Operations Manager – Technology Job Title Operations Manager – Technology Infrastructure & Service Delivery Location India / Hybrid Role Summary The Operations Manager – Technology is responsible for overseeing end-to-end IT operations, ensuring stable, secure, and efficient delivery of infrastructure, cloud, workplace, application support, and service management functions. The role drives operational excellence, service reliability, automation, governance, stakeholder satisfaction, and continuous improvement while managing large technology teams and vendor partners. Key Responsibilities Service Delivery & Operations Management Lead day-to-day IT operations across infrastructure, cloud, workplace, network, security, and application support services. Ensure adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs). Manage Incident, Problem, Change, Request, and Major Incident processes aligned with ITIL practices. Drive service stability, availability, performance, and capacity management initiatives. Lead operational reviews, governance meetings, and executive reporting. Team Leadership Manage and develop multidisciplinary technology teams. Conduct resource planning, workforce management, succession planning, and performance management. Mentor technical leads and operations engineers to enhance technical and leadership capabilities. Foster a high-performance, customer-focused culture. Customer & Stakeholder Management Act as the primary operational contact for clients, business leaders, and internal stakeholders. Drive customer satisfaction through proactive service management and continuous improvement. Present operational metrics, service health reports, risks, and improvement plans to leadership. Risk, Compliance & Security Ensure compliance with organizational policies, regulatory requirements, security standards, and audit controls. Manage operational risks, vulnerability remediation, disaster recovery readiness, and business continuity activities. Support governance frameworks including ISO 27001, ITIL, SOC, NIST, and related standards. Financial & Vendor Management Manage operational budgets, forecasting, and cost optimization initiatives. Track resource utilization, productivity, and financial performance. Manage external vendors, suppliers, and managed service providers. Automation & Transformation Identify opportunities for automation, AI, and operational optimization. Drive digital transformation initiatives to improve efficiency and customer experience. Implement proactive monitoring, observability, self-healing, and service improvement programs. Required Skills & Experience Technical Skills Strong understanding of: Windows & Linux Server Operations Cloud Platforms (Azure, AWS, GCP) Microsoft 365 & Collaboration Technologies Network & Security Operations Data Center & Infrastructure Management Monitoring & Observability Platforms (Dynatrace, Splunk, AppDynamics, etc.) Service Management Tools (ServiceNow, BMC Remedy, Jira) Operational Expertise ITIL Framework (Incident, Problem, Change, Request Management) Service Delivery Management Operational Governance Capacity & Availability Management Business Continuity & Disaster Recovery Vendor & Contract Management Leadership Skills Stakeholder Management Strategic Planning Financial Management Risk Management People Leadership Executive Communication Conflict Resolution Continuous Improvement Qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field. 10+ years of IT operations experience. 5+ years of leadership experience managing large technology teams. ITIL Foundation/Managing Professional Certification preferred. PMP, Prince2, Agile, Azure, AWS, or relevant certifications are advantageous. Success Metrics SLA Compliance > 98% Major Incident Reduction Improved Service Availability Reduced Backlog & Technical Debt Customer Satisfaction Improvement Automation & Productivity Gains Cost Optimization Achievement Compliance & Audit Success This version is suitable for Technology Operations Manager / Infrastructure Operations Manager / Managed Services Operations Manager roles within large enterprises such as Capgemini, Nissan, AmFam, LPL, or other managed services environments.

Requirements

• ITIL Foundation/Managing Professional Certification preferred.
• PMP, Prince2, Agile, Azure, AWS, or relevant certifications are advantageous.

Skills