Chief Technology Operations Officer

2 days ago

Thrissur, Kerala, India beBeeLeadership Full time ₹ 16,35,500 - ₹ 24,88,500
Job Description:

The Chief Technology Operations Officer oversees the full ownership and operational leadership of a 24x7 global Service Desk, ensuring high-quality, scalable, and user-centric support.

This leader partners closely with peer Managers to deliver a seamless end-to-end support experience, focusing on service delivery performance, team development, tool and process adoption, and advancing the maturity of the Service Desk.

(Core Responsibilities)

  • Provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support
  • Manage and develop a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
  • Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts
  • Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions
  • Lead workforce planning, shift design, and staffing decisions to support demand and coverage models
  • Drive the adoption and improvement of ITSM tooling (e.g., ServiceDesk Plus) and knowledge management practices
  • Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
  • Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels
  • Prepare and present performance updates, operational plans, and improvement initiatives to leadership
About Us

We are seeking a highly motivated and experienced Chief Technology Operations Officer to join our organization. The successful candidate will be responsible for overseeing the Service Desk function, leading a team of Supervisors and frontline agents, and driving the adoption and improvement of ITSM tooling and knowledge management practices.

Requirements

To be successful in this role, you will need to possess the following skills and qualifications:

  • Proven track record of success in technology operations leadership roles
  • Excellent communication and interpersonal skills
  • Ability to lead and motivate cross-functional teams
  • Strong analytical and problem-solving skills
  • Experience with ITSM tooling and knowledge management practices
Benefits

We offer a comprehensive benefits package, including:

  • Competitive salary and bonus structure
  • Comprehensive health insurance plan
  • Retirement savings plan
  • Generous paid time off policy

Additionally, we offer opportunities for professional growth and development, including training and education programs, mentorship, and career advancement opportunities.

How to Apply

If you are a motivated and experienced technology operations professional looking for a new challenge, please submit your resume and cover letter for consideration. We look forward to hearing from you

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