Operations Manager

Neurones IT India; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Neurones IT Asia in Bengaluru seeks an Operations Manager to ensure consistency, quality, and structure across Managed Services delivery. You will oversee Shared and Dedicated Service Centers spanning India and Singapore, while driving ITIL-aligned processes and performance.

You will lead cross‑functional teams, contribute to pre‑sales activities, and advance delivery maturity through standardized practices in a dynamic APAC region.

Qualifications

• 10–15 years in IT Services/Managed Services.
• 5+ years in an Ops Manager, Senior SDM, or Head of Delivery role in a service center.
• Proven track record leading 30+ personnel across multiple clients and technologies.
• Exposure to international clients (APAC/Europe preferred).
• Hands-on experience with shared and dedicated delivery models.
• Experience supporting pre-sales activities (RFPs, client demos).
• Infrastructure & Cloud: Windows/Linux, AWS/Azure/GCP, VMware, monitoring stacks.
• Application support & DataOps: AMS, ETL/batch monitoring, API health.
• Observability tooling experience with an industry-standard platform.
• ITIL v3/v4 certified; working knowledge of Agile/SCRUM.

Responsibilities

• Ensure consistency, quality, and structure of Neurones IT Asia's Managed Services delivery across the Bangalore region.
• Oversee two delivery models: Shared Service Center and Dedicated Service Centers (India, Singapore or hybrid).
• Monitor ITIL processes across all accounts: Incident, Problem, Change, Release, Knowledge, Vendor Management.
• Drive operational performance and SLA achievement across all accounts.
• Build delivery maturity by standardizing processes and enforcing best practices.
• Support growth through formalizing operational know-how for pre-sales and tender responses.

Skills

Team leadership

Client relationship management

Pre-sales support

Managing multi-client delivery

Agile/SCRUM

ITIL awareness

Multicultural stakeholder management

Education

ITIL v3/v4 certified

Tools

ServiceNow

Jira Service Management

Observability platform

Job description

We are looking for an Operations Manager accountable for the consistency, quality, and structure of Neurones IT Asia's Managed Services delivery across the region for our Bangalore location.

Key responsibilities:

• You will be accountable for the consistency, quality, and structure of Neurones IT Asia's Managed Services delivery across the region.
• The role covers two delivery models running in parallel: the Shared Service Center (mutualized, standardized, multi-client, India-based) and the Dedicated Service Centers (client-specific, customized SLA, delivered from India, Singapore or hybrid setups, managed by a dedicated SDM).
• Monitor ITIL processes execution across all accounts: Incident, Problem, Change, Release, Knowledge, Vendor Management.
• Three core missions define this role:
• Run: ensure operational performance and SLA achievement across all accounts.
• Build: bring structure to our delivery model by enforcing best practices, standardizing processes, and raising the maturity of the SDMs.
• Support growth: contribute to pre-sales and tender responses by formalizing our operational know-how into reusable assets.

Required Skills & Qualifications:

• 10 to 15 years in an IT Services / Managed Services environment.
• At least 5 years in an Ops Manager, Senior SDM, or Head of Delivery role within a service center setup.
• Proven track record managing teams of 30+ across multiple clients and technologies.
• Direct exposure to international clients (APAC, Europe preferred), comfortable working with multicultural stakeholders.
• Hands‑on experience with both shared and dedicated delivery models.
• Experience contributing to pre‑sales activities (RFP responses, client presentations) is mandatory.
• Infrastructure & Cloud: Windows/Linux, AWS/Azure/GCP, VMware, monitoring stacks.
• Application support & DataOps: AMS principles, ETL/batch job monitoring, API health.
• Observability tooling: experience with at least one industry-standard platform.
• Ticketing/ITSM: ServiceNow, Jira Service Management or equivalent.
• ITIL v3 or v4 certified, working knowledge of Agile/SCRUM.