Manager IT Service Center Pune
Pune, IN, 411026
Manager IT Service Center- Pune
Duties & Responsibilities:
- Responsible for Service Operations, focusing on the day-to-day management, availability, and reliability of the IT services delivered from the Pune hub. This includes managing incident response, performance monitoring, compliance with SLAs, and continuous improvements within the operational framework.
- Support Service Owners in operations coordination, reporting on operational performance and service levels (KPIs) to global stakeholders. The Service Owner maintains overall accountability and responsibility for the service's Strategy and Design, including long-term service planning, architecture, and alignment with organizational objectives. The Service Owner ensures that the service strategy and design are aligned with business goals and comply with ITIL standards.
- Develop and implement robust policies, procedures, and processes to improve IT operations, productivity, and operational efficiency.
- Monitor and assess system performance, identifying opportunities for improvement and optimization.
- Maintain a comprehensive understanding of the organization’s business needs and ensure that IT services align with global business goals.
- Act as a leader and mentor for the IT team in Pune, fostering a culture of collaboration and continuous improvement.
- Prepare the IT team for future growth, contributing to workforce planning and recruitment efforts, ensuring the right talent is in place to meet organizational demands.
- Provide regular updates and reports to the Head of Global IT Service & Operations Management, offering insights into service performance and operational developments.
- Manage the local IT budget, ensuring that expenditures align with organizational financial goals and priorities, and align cost-effective operations and industry-standard compensation for team members.
- Engage with local and global stakeholders to drive operational improvements, ensuring effective collaboration in a matrixed organizational structure.
- Coordinate with the global Service Management teams to ensure standards and protocols are met and maintained.
- Support and manage the HR related topics for the local IT Security Operation Team. There is no involvement required in terms of IT Security operation.
- Take a lead role in incident management, ensuring timely response and resolution of critical IT issues.
- Support the continuous development and refinement of the IT team’s skills and knowledge
- Works proactively to identify and develop areas for growth and improvement of technical skills and knowledge of the Pune IT team in alignment with guidelines provided by the CISO; IT Security Operation Manager and Service Owners. This includes organizing training sessions, implementing best practices, and fostering a culture of continuous learning to keep the team technically skilled in relevant domains, such as cybersecurity, cloud services, and network infrastructure.
Required education, experience & knowledge:
- BSc/MSc in Computer Science or a similar qualification or proven professional knowledge through professional career.Proven experience as an IT Operations Manager, with a minimum of 10-12 years in a global organization, preferably managing a complex IT environment.
- Qualifications or certifications in IT service management (ITIL, or equivalent).
- Proven experience managing IT teams and large-scale IT environments, with a focus on digital workplace services, network operations, cloud platforms, and cybersecurity.
- Demonstrated success in coordinating with global service owners and managing operational performance at an international level.
- Familiarity with the IT labour market in India, particularly in Pune, and experience in recruitment and workforce planning for IT roles.
- Strong experience in implementing and developing service processes that align with global business strategies.
- Thorough knowledge of network services, cloud computing, digital workplace services, and cybersecurity operations.
- Excellent communication and interpersonal skills to interact effectively with team members, senior management, and global stakeholders.
- Technical proficiency in IT infrastructure, networking, digital workplace services, and cybersecurity systems.
- High-level problem-solving skills with the ability to analyze complex issues and implement effective solutions.
- Fluent English (oral and written) - minimum level C2 - are required; additional language skills are an advantage.
Required skills & expertise:
- Very good technical expertise and experience in IT infrastructure architecture (consulting, planning, design, implementation, rollouts)
- In-depth knowledge of IT infrastructure management, with expertise in network services, server platforms, cloud environments (AWS), and digital workplace solutions.
- Experience in managing complex, large-scale IT operations, including security protocols, service management, and operations coordination.
- Proven ability to work within a matrix organization, collaborating with global service owners, security teams, and service management.
- Strong budget management skills, with experience in aligning financial operations with business goals and priorities.
- Leadership abilities, with a track record of building, managing, and scaling high-performance IT teams.
- Experience in reporting service level performance and operational KPIs to senior stakeholders, ensuring compliance with SLAs.
- Very strong analytical and problem-solving skills.
Job Location: Pune
About us
Oerlikon is a global innovation powerhouse for surface engineering, polymer processing and additive manufacturing in key industries such as aerospace, automotive, energy, tooling and textiles. We serve as a key partner in enabling our customers to reach their targets for optimizing the performance, function and sustainability of their products and manufacturing processes.
Our solutions reduce emissions in transportation, maximize longevity and performance of tools, increase energy efficiency and advance intelligent material and sustainable polymer processing. These achievements are proven hallmarks of our global leadership.
We at Oerlikon embrace diversity. This is reflected in more than 11,800 employees, representing over 93 nationalities and our presence in more than 38 countries and 207 locations worldwide.
Oerlikon is an Equal Opportunity Employer striving to promote a diverse and inclusive workforce, and is dedicated to unbiased recruiting, hiring and employment practices. Oerlikon takes affirmative action to ensure candidates are considered without regard to their race, color, national origin, ancestry, religion, creed, age, sex, pregnancy, sexual orientation, gender identity, genetic information, marital status, parental status, disability, veteran status, and any other legally protected characteristic. If you’d like more information on your EEO rights under the law, please click here Know Your Rights.
If you are unable to complete an application or respond to a job opening because of a disability, please contact us at Americas.hr@oerlikon.com or recruiter.us@oerlikon.com. This contact information is for accessibility requests only and is not intended for inquiries about the status of applications or for third party vendors / agencies inquiries or requests.
Oerlikon will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Learn more about Oerlikon:
https://www.oerlikon.com/en/brands/
*EQOB
Pune, IN, 411026