Support Centre Manager

Brandtech Plus; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Brandtech Plus in Mumbai is seeking a Support Centre Manager to lead a centralized support function within a dynamic global team. You will be responsible for ensuring operational efficiency, implementing AI-driven solutions, and managing stakeholder relationships. The ideal candidate should have over 12 years of experience in global support management and demonstrated expertise in IT operations. This role offers the opportunity to work in a fast-paced environment and contribute to innovative solutions for top clients.

Qualifications

• 12+ years of experience in global support/operations management, with at least 5 years in a leadership role.
• Proven experience managing large teams across diverse functions in a global, matrix environment.
• Strong expertise in IT support and backend operations.

Responsibilities

• Define and implement the global support centre operating model.
• Lead and oversee a global support centre team with 150+ members.
• Drive continuous improvement and operational efficiencies.

Skills

Global support management

AI and automation expertise

Cross-functional service delivery

Stakeholder management

Education

Bachelor’s or Master’s degree in Business Administration, Operations, IT Management, or related field

Job description

Brandtech+ (formerly known as OLIVER+) is a global team of creative thinkers, tech‑savvy trendsetters, and production pros specialising in film, CGI, automation, AI, motion design, and digital/print content. We partner with over 300 clients in 40+ countries and counting. Our focus is to connect clients with high‑quality solutions, talent and ambitious opportunities worldwide.

As part of The Brandtech Group, we’re at the forefront of leveraging cutting‑edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision‑making, empowering our teams to produce innovative and impactful results.

About the role

We are seeking a highly skilled and hands‑on Support Centre Manager to lead our centralized global support function. This role is critical in ensuring smooth operations, governance, and growth of our support centre model, while driving efficiency, scalability, and alignment with business objectives. The Support Centre Manager will support IT and backend operations teams’ requirements across The Brandtech Group companies, manage stakeholder relationships, and deliver measurable business value through optimized support delivery and cost governance.

The ideal candidate will also bring expertise in leveraging AI and automation to reimagine workflows, enhance productivity, and embed data‑driven decision‑making into daily operations.

What you will be doing

Strategic Leadership

• Define, implement, and evolve the global support centre operating model in line with business objectives.
• Embed AI and automation as enablers for scalability, predictive insights, and proactive issue resolution.
• Serve as the central point of contact for regional leadership, ensuring seamless coordination across geographies and functions.
• Drive continuous improvement, operational efficiencies, and scalability of support functions.

Team & Operational Management

• Lead and oversee a global support centre team (150+ team members).
• Ensure effective service delivery across core support areas: IT, HR, Talent, Finance, Operations, Transformation, Data, Technology, and Training.
• Establish governance frameworks, role clarity, and line management accountability for all onboarded resources.
• Monitor and enhance service levels, ensuring 24x7 IT support coverage worldwide.
• Champion automation‑first practices to reduce manual dependencies and free up talent for higher‑value tasks.

Hiring & Onboarding Process

• Partner with Brandtech+ Talent team to manage end‑to‑end hiring lifecycle: role calibration, JD development, Greenhouse entry, candidate coordination, and final selection.
• Ensure smooth onboarding, assignment of line managers, and integration into the support centre structure.
• Introduce AI‑driven hiring tools and analytics to improve speed and quality of talent acquisition.
• Oversee monthly cross‑charge and billing processes, ensuring accuracy, transparency, and compliance with transfer pricing policies.
• Manage changes to cross‑charge due to compensation or contractual changes.
• Ensure any potential commercial transactions are tracked and billed accurately.
• Deliver year‑on‑year overhead reviews, ensuring savings and efficiencies are passed back to business stakeholders.
• Use AI‑powered financial forecasting tools to improve predictability and cost optimization.

Stakeholder Management

• Act as a strategic partner to group business stakeholders (department heads across the regions and group agencies), providing benchmarks, cost estimates, and savings opportunities.
• Communicate effectively with senior leadership across global entities to align support functions with business needs.
• Ensure business satisfaction through regular surveys, updates, transparent reporting, and governance forums.
• Use automation and AI‑driven dashboards to deliver real‑time insights to stakeholders.

Reporting and Forecasting

• Run quarterly business reviews with regions and service lines.
• Provide transparent dashboards on utilisation, SLA/OLA compliance, cost‑to‑serve, savings, and coverage.
• Run quarterly forecasting for support centre function with commercial team.
• Leverage predictive analytics and AI models to proactively address gaps in service delivery or resourcing.

What you need to be great in this role

• Bachelor’s or Master’s degree in Business Administration, Operations, IT Management, or related field.
• 12+ years of experience in global support/operations management, with at least 5 years in a leadership role.
• Proven experience managing large teams across diverse functions in a global, matrix environment.
• Strong expertise in IT support, backend operations, and cross‑functional service delivery.

Our values shape everything we do

• Be Imaginative to push the boundaries of what’s possible
• Be always learning and listening to understand
• Be Results‑focused to exceed expectations
• Be actively pro‑inclusive and anti‑racist across our community, clients and creations

Brandtech+, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws.

Brandtech+ has set ambitious environmental goals around sustainability, with science‑based emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle.