Senior Service Ops Manager II

Swiggy; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Swiggy is seeking a seasoned IT Service Operations leader to own end-to-end IT service delivery across fulfilment centres and PODs. You will ensure uptime of networks, scanners, printers, POS, CCTV, and other site devices while coordinating with central IT and business stakeholders.

You will run ITSM processes, manage vendors, budgets, and asset lifecycle, and build scalable site IT operating models. The role demands leadership, cross-functional collaboration, and a proven ability to drive

Qualifications

• Experience: 12-16 years in IT Service operations, with 4-5 years leading multi-location teams.
• Diploma/B.E./B.Tech/MCA or equivalent education.
• ITIL v4 certification preferred; PMP or CCNA are an advantage.

Responsibilities

• Own the IT service desk and field support (L1/L2/L3) across warehouses and PODs with defined SLAs.
• Drive ITSM processes (incident, problem, change, request) and root-cause analysis.
• Build 24x7 or shift-based support aligned to warehouse hours and peak-season demand.
• Own site IT assets lifecycle, CMDB accuracy, audits, and compliance.

Skills

IT Service Ops

Vendor Mgmt

ITIL v4

Leadership

Education

Diploma/B.E./B.Tech/MCA

Tools

ServiceNow

CMDB

Job description

Job Description:

Company Description

The role will own IT service delivery end-to-end across fulfilment centres/warehouses, and Points of Delivery (PODs). You will be accountable for keeping the technology that moves orders (networks, scanners, printers, handhelds, POS and kiosk devices, CCTV and access control) running at high uptime, and for the full lifecycle of IT assets at these locations. He will build a scalable site-IT operating model, manage vendors and SLAs, and be the escalation point for any technology disruption that impacts order throughput.

You will partner with Information Security on incidents, patching, access, and compliance requirements.

Job Description

Key Responsibilities

1. IT Service Operations

• Own IT service desk and field support (L1/L2/L3) across warehouses and PODs, with defined SLAs for incidents, requests, and changes.

• Run ITSM processes (incident, problem, change, request) using a standard ITSM tool. Drive root-cause analysis for repeat failures.

• Build a 24x7 or shift-based support model aligned to warehouse operating hours and peak-season demand by partnering with central IT Helpdesk.

• Own business continuity and DR readiness for site IT, including peak-event planning (festive sales, promotions, high-volume days).

2. Warehouse and POD Technology Operations

• Ensure availability and performance of site technology: LAN/Wi-Fi, ISP links and SD-WAN, RF scanners, handheld terminals, label/thermal printers, weighing and sorting systems interfaces, billing/POS, CCTV, biometric/attendance, and access control.

• Support go-lives, expansions, and closures of warehouses and PODs: site surveys, IT bill of materials, rack and cabling standards, vendor mobilisation, and handover. Target repeatable, templatised site launches.

• Coordinate with Warehouse Operations, Supply Chain, and WMS/OMS/TMS application teams to resolve technology issues affecting inbound, putaway, picking, packing, and dispatch.

• Define site-level monitoring and proactive alerting for network and device health.

3. IT Asset Management (ITAM)

• Own the end-to-end asset lifecycle: procurement coordination, tagging, deployment, tracking, refresh, repair, retirement, and secure disposal (e-waste compliant).

• Maintain an accurate CMDB/asset register for laptops, desktops, mobile and handheld devices, printers, network and surveillance equipment, and peripherals across all locations.

• Run periodic physical audits and reconciliations. Drive asset loss, damage, and shrinkage down.

• Manage spares pools, buffer stock, and repair/replacement turnaround at site and regional hubs.

• Support software and licence compliance along with Finance and Procurement for asset capitalisation and depreciation inputs.

4. Vendor, SLA and Commercial Management

• Manage MSPs, ISPs, field-service and hardware OEM/AMC vendors, with SLA scorecards, penalties, and quarterly business reviews.

• Contribute to the IT operations budget (Opex and Capex), track spend against plan, and drive cost optimisation and vendor consolidation.

• Lead sourcing evaluations, negotiations, and contract renewals together with Procurement.

5. Governance, Risk and Compliance Support

• Ensure site IT adheres to InfoSec policies: endpoint protection, patching, device encryption, access hygiene, network segmentation, and physical access to IT rooms.

• Support internal and external audits (ISO 27001 and others) with evidence for asset, change, and operations controls.

• Maintain SOPs, runbooks, and site IT checklists.

6. Leadership and Stakeholder Management

• Hire, coach, and develop service desk leads, regional IT managers, and site IT teams. Set goals and build succession.

• Report operational KPIs and service health to the Head of IT and business leadership. Translate technical issues into business and throughput impact.

• Build strong working relationships with Warehouse, Last-Mile, Supply Chain, Finance, HR, and InfoSec stakeholders.

Good to Have

• Experience launching and scaling multiple dark stores, fulfilment centres, or PODs

• Exposure to automation in the warehouse (conveyors, sorters, AMRs) and IoT/edge devices

• Experience with asset tracking technology (barcode/RFID), and with automation of ITSM and ITAM workflows

• Working knowledge of data protection requirements (DPDP Act) as they apply to site devices and CCTV

Key Competencies

• Operational discipline and a strong sense of urgency

• Ownership of outcomes, particularly during peak events

• Vendor negotiation and commercial acumen

• Structured problem solving and root-cause thinking

• Ability to lead dispersed teams and influence without direct authority

• Clear communication with business and senior leadership

Key Performance Indicators

• Site IT availability/uptime (network, critical devices) and incident MTTR

• SLA adherence for incidents and requests, and CSAT

• Repeat incident rate and problem closure rate

• Asset register accuracy (target 98%+), audit variance, and loss/damage rate

• Time and quality of new warehouse/POD IT launches

• Opex and Capex adherence, and vendor SLA compliance

• Audit observations closed on time

Success Measures (First 12 Months)

• Standardised site IT model and launch checklist deployed across all warehouses and PODs

• Reliable, reconciled asset register with defined lifecycle and refresh policy

• Measurable reduction in site downtime and repeat incidents during peak periods

• Vendor scorecards and SLA reviews running on a regular cadence

• A stable, trained support team with documented runbooks and escalation paths

Qualifications

• Experience: 12-16 years in IT Service operations, with at least 4-5 years leading multi-location teams. Prior exposure to warehouse, logistics, retail, or e-commerce environments is strongly preferred.

• Education: Diploma/B.E./B.Tech/MCA or equivalent.

• Certifications: ITIL v4 (preferred). Others such as PMP, CCNA, or equivalent are an advantage.

• Technical and functional depth:

  • End-user computing and field support at scale (endpoints, MDM/Intune, mobile device management)

  • Network fundamentals for distributed sites (LAN/WAN, Wi-Fi design, SD-WAN, ISP management)

  • ITSM and ITAM tooling (ServiceNow, Freshservice, Jira Service Management, or similar), CMDB and asset lifecycle practices

  • Vendor and contract management, including SLA design and enforcement

  • Basic understanding of WMS/OMS workflows and warehouse hardware

• Leadership: Proven record of running high-availability operations, managing outsourced partners, and delivering during peak-load periods.

Additional Information

Visit our tech blogs to learn more about some the challenges we deal with:https://medium.com/swiggy-bytes

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.

Requirements: