IT Operations Manager

IT Operations Manager :
About the Role:
We're seeking a Regional IT Operations Manager to lead and scale our IT Operations function for APAC. This role is accountable for the regional delivery of IT support and services, including IT Service Desk, Incident & Problem Management, Inventory & Asset Management, Vendor Management, New Hire Onboarding, AV Event Support, and Onsite IT Support.
As a manager, you'll oversee regional IT Operations team and leads, set priorities for your region, and ensure alignment with the Global IT Operations strategy. This role reports to the Sr. IT Operations Manager, and partners closely with other regional operations managers to deliver seamless, standardized IT services worldwide. This role is based in Bengaluru, India and is 100% onsite at the office.
About the Team
You will lead a regional team of IT Operations professionals and people leaders who provide enterprise-level support for employees across multiple office sites. Our mission is to deliver exceptional IT experiences that balance operational excellence with innovation, enabling employees to work securely and productively wherever they are.
What You'll Do
Regional Leadership & People Management
Manage IT Operations Leads/Managers and their teams across [Region].
Develop workforce plans, staffing, and talent development strategies that support growth and scalability.
Provide coaching, mentoring, and career development to IT leaders within your region.
Foster a culture of accountability, collaboration, and continuous improvement.
Operational Delivery & Service Management
Ensure high-quality delivery of IT operations and support services for all regional offices.
Oversee ITIL-aligned processes (Incident, Change, Knowledge, and Asset Management) at the regional level.
Establish clear KPIs/SLAs and ensure performance is tracked and reported against goals.
Escalate and resolve complex technical and service challenges with cross-regional collaboration.
Strategic Alignment & Process Improvement
Drive the standardization of IT operations practices in alignment with global policies, while accounting for regional business needs.
Implement workflows, automations, and tools that improve efficiency, scalability, and service quality.
Champion process improvement methodologies (Lean, Kaizen, ITIL CSI) within the regional IT Operations team.
Cross-Functional & Stakeholder Engagement
Partner with HR, Facilities, and Security to provide seamless onboarding, offboarding, and workplace IT experiences.
Serve as the primary regional escalation point for senior business stakeholders.
Collaborate with global IT Operations leadership to influence strategy, budgets, vendor contracts, and long-term planning.
Data & Reporting
Own regional metrics and operational dashboards to provide visibility into IT performance and user experience.
Present regional IT health, risk areas, and improvement initiatives to IT and business leadership.
Use data-driven insights to propose resource allocation, budget, and technology investments.
What You'll Bring
Bachelor's degree in Computer Science, Engineering, MIS, or equivalent work experience.
2+ years in IT Operations or IT Service Management, with at least 1+ years in people management, including experience managing managers or multi-site teams.
Proven track record of leading IT Operations in a regional capacity within a global company.
Strong leadership, communication, and stakeholder management skills, with ability to influence at Director/VP level.
Hands-on knowledge of enterprise IT environments (Windows, Mac, Linux, endpoint management, identity/access, AV support).
Experience managing budgets, vendors, and service contracts.
Skilled in ITIL practices and reporting on operational KPIs/OKRs.
Bonus Points
ITIL v4 Managing Professional or Intermediate certifications.
Experience with Jira Service Management, Atlassian Assets, JAMF, InTune, or Okta.
Lean or Six Sigma certification.
Background in technology, SaaS, or other high-growth industries.
Experience leading IT operations across multiple countries or diverse office environments.