Operations Manager

Job Title: Operations Manager - Managed Services

Location: Remote (India)

Reporting To: Managed Services Practice Lead

Mandatory Requirement: This role is strictly for candidates with prior experience in a Managed Services Provider (MSP) environment. Applications without MSP experience will not be considered.

About the Role

We are looking for an experienced Operations Manager to lead our Managed Services team in India. You will be responsible for leading engineers, ensuring high-quality service delivery, improving operational processes, and delivering exceptional customer outcomes across multiple client environments.

This role requires a strong people leader who can build accountability, drive operational excellence, and create a customer-first culture.

Key Responsibilities

Team Leadership - Lead, mentor, and develop a team of Managed Services engineers by setting clear expectations, driving accountability, and fostering a high-performance culture. Coach team members, provide regular feedback, and proactively manage performance.

Service Delivery - Own the day-to-day delivery of managed services across multiple customer environments. Ensure services are delivered in line with SLAs, contractual commitments, and operational standards while maintaining high levels of customer satisfaction.

IT Service Management - Drive the adoption and continuous improvement of ITIL-based service management practices, including Incident, Major Incident, Problem, Change, Patch, Backup, Event, Availability, and Capacity Management to ensure reliable and efficient service delivery.

Process & Customer Management - Continuously improve operational processes, workflows, and governance. Maintain operational discipline through effective ticket management, clear customer communication during incidents, regular service reviews, and continuous improvement initiatives.

What We're Looking For

• 3+ years of experience in IT Operations, Service Delivery, or Managed Services.
• 2+ years of people management experience.
• Mandatory experience working in a Managed Services Provider (MSP).
• Experience managing multiple customer environments.
• Strong knowledge of ITIL and IT Service Management practices.
• Excellent leadership, communication, and stakeholder management skills.
• Strong problem-solving and decision-making abilities.
• ITIL v4 Certification.
• Experience with Microsoft technologies (Azure, Intune, Azure Virtual Desktop).
• Exposure to Cisco, Meraki, or enterprise networking.

What Success Looks Like

• Build and lead a high-performing, accountable team.
• Deliver consistent, high-quality managed services.
• Take ownership of customer outcomes, not just operational tasks.
• Drive continuous improvement through better processes and automation.
• Foster a customer-first culture focused on operational excellence.