ITIL Operations Leadership Role

1 day ago

Surat, Gujarat, India beBeeITServices Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Title: ITIL Operations Support Manager

We are seeking a seasoned and forward-thinking IT operations leader to drive the delivery of high-quality IT services aligned with business objectives.

The ideal candidate will oversee daily operational activities, lead the support team, and implement ITIL best practices to improve efficiency and service quality.

Key responsibilities include:

  • Managing and leading the IT operations support team to deliver timely and effective resolution of incidents and service requests.
  • Implementing and maintaining ITIL processes such as Incident Management, Problem Management, Change Management, Configuration Management, and Service Level Management.
  • Ensuring operational activities align with defined IT service management (ITSM) frameworks and organizational policies.
  • Monitoring and reporting on service performance and compliance against SLAs, driving continuous service improvement.
  • Collaborating with cross-functional teams to coordinate incident resolution and manage escalation processes.
  • Conducting root cause analysis and developing preventive measures to minimize recurring issues.
  • Developing and maintaining documentation, operational procedures, and workflows in accordance with ITIL standards.
  • Leading capacity planning, availability management, and ensuring the reliability and stability of IT services.
  • Supporting IT audits and compliance requirements related to IT service management.
  • Providing training, coaching, and mentorship to support team members.
  • Acting as a liaison between technical teams and business stakeholders to ensure clear communication and understanding of operational issues and solutions.

Required qualifications include:

  • 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 include:

  • 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.

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