Operational Excellence Manager

1 day ago

Kanpur, Uttar Pradesh, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 20,00,000
IT Operations Support Manager

This is a seasoned ITIL certified operations support manager role. The successful candidate will oversee and enhance IT service operations to deliver high-quality IT support aligned with business goals.

About the Role:
  • Manage and lead the IT operations support team to deliver timely and effective resolution of incidents and service requests.
  • Implement and maintain ITIL processes such as Incident Management, Problem Management, Change Management, Configuration Management, and Service Level Management.
  • Ensure operational activities align with defined IT service management (ITSM) frameworks and organizational policies.
  • Monitor and report on service performance and compliance against SLAs, driving continuous service improvement.
Key Responsibilities:
  • Collaborate with cross-functional teams to coordinate incident resolution and manage escalation processes.
  • Conduct root cause analysis and develop preventive measures to minimize recurring issues.
  • Develop and maintain documentation, operational procedures, and workflows in accordance with ITIL standards.
  • Lead capacity planning, availability management, and ensure the reliability and stability of IT services.
  • Support IT audits and compliance requirements related to IT service management.
  • Provide training, coaching, and mentorship to support team members.
  • Act as a liaison between technical teams and business stakeholders to ensure clear communication and understanding of operational issues and solutions.
Required Skills and Qualifications:
  • ITIL Foundation certification is mandatory; ITIL Intermediate or Expert certification preferred.
  • Proven experience (10+ years) in IT operations management, service delivery, or support roles.
  • Strong knowledge and hands-on experience with ITIL service management practices.
  • Experience managing teams and driving operational excellence.
  • Excellent problem-solving skills and ability to manage multiple priorities.
  • Strong communication and interpersonal skills.
  • Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
  • Understanding of IT infrastructure, networking, and cloud services is a plus.
Desired Attributes:
  • Proactive and results-oriented with strong leadership qualities.
  • Ability to work under pressure and in a fast-paced environment.
  • Strong analytical skills and attention to detail.
  • Customer-focused mindset with a commitment to service quality.
What We Offer:
  • Competitive salary based on experience and qualifications.

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