Director of Operations Centre

3 weeks ago

bangalore, India arm limited Full time

Job Description

Job Overview:

Based in our Bangalore office part of the Enterprise IT (EIT) Leadership, you will lead our new operations centre. This function will provide technical support, customer service and quality assurance to Arm colleagues globally.

You will ensure service is being delivered in accordance to EIT strategic goals and metrics, aligned with quality criteria which is key to Arm. You will have ownership of services end to end - Service Desk, End User Compute and Identity, Application Support, Service Management, and L2 Infrastructure operational Support. Including people and resource capacity management, operating model, financial ownership and business engagement both within and outside EIT.

Responsibilities:

An in office role, leading the service delivery of our operational support teams, operating on a 24/7 shift and rota basis. Innovate, develop and implement the operating model and performance metrics, as well as setting the roadmap and strategic objectives for the function, focusing on user experience, customer satisfaction and quality of service. Defining and owning service improvement plans focusing on service excellence, encouraging collaboration and teamwork across EIT and Arm, removing blockers and representing EIT leadership. Defining and implementing tools and methodology that improve performance, focusing on automation, finding the balance between a cost effective solution and operational excellence. Act as an escalation point for all issues, and engaging with key stakeholders globally. Lead the budget, forecast, and allocation of resources including people, equipment, technology, and facilities. Leadership capability leading and influencing others in the overall service operational delivery, focusing on building a high-performance team, defining operating model allowing for people development via feedback, mentoring and training. Working within Arm's existing platforms you will look to promote and refine Arms adoption of an AIOPS centric approach to infrastructure support..

Required Skills and Experience:

At least 16 years of experience in operations leadership, preferably in a large global enterprise environment working within a IT service operations management leadership role. Consistent track record of leading and running large-scale, sophisticated operations, projects, and teams. Ability to lead change using positive and collaborative methods. Ability to build rapport and credibility at all levels, including EIT and Arm's senior leadership. Strong analytical, problem-solving, and decision-making skills, using data and metrics to drive performance and improvement. Organized, detail oriented, and adaptable, with the ability to multitask and prioritize in a fast-paced and dynamic environment. Experience of implementing in-sourced services owning all aspects of the implementation and service delivery, including setting up operational teams, end user support, service transition, SLAs definitions and critical metrics. Strong commercial and financial awareness, budget and PNL experience.

“Nice To Have” Skills and Experience :

ITIL V3, ideally V4 Expert. Expose to enterprise automation and monitoring platform adoption and evolution In depth knowledge of ServiceNow as an ITSM tool and detailed understanding of ITSM processes. Experience in service transition, in source/outsource implementations and service stand up and launch Working in a sophisticated, multi-geography, federated business, and IT environment Desirable to have experience of Agile ways of working and SAFe. SIAM experience.

In Return:

Accommodations at Arm

At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

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