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Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Job Description

Roles & Responsibilities:
1. Service Delivery Excellence & Governance

- Own end-to-end operational performance for IT Support portfolio

-
Ensure ?98% CKPIF compliance across all clusters

- Monitor service metrics (MTTR, FCR, backlog, ticket aging, escalation trends)

- Establish and run portfolio-level governance forums

- Oversee major incident management and escalation resolution

- Ensure corrective and preventive actions (CAPA) are implemented

- Review and validate QBR inputs prepared by SDMs

- Maintain zero critical unresolved escalations beyond SLA

2. Process Harmonization & Standardization

- Design and enforce standardized processes across accounts/clusters

- Ensure adoption of unified tools, dashboards, and reporting templates across clusters

- Eliminate account-level process deviations and redundancies with clusters/across clusters

- Develop and publish portfolio playbooks and SOP frameworks

- Partner with Quality function to improve process maturity

- Ensure audit readiness across all IT Support clusters

3. Automation & Operational Efficiency

- Identify repetitive processes suitable for automation (RPA, AI, ticket automation)





- Drive automation coverage in applicable IT Support workflows

- Improve resource utilization to ?85%

- Reduce repeat incidents through root cause elimination

- Enable predictive analytics for demand and capacity planning

- Drive cost optimization initiatives in collaboration with Delivery Head

4. Customer Relationship & Portfolio Health

- Ensure high customer satisfaction

- Review customer feedback and escalation patterns

- Partner with SDMs to drive service improvement plans

- Support strategic customer conversations when required

- Ensure contractual obligations are consistently fulfilled

- Enable value-add initiatives within accounts

5. People Leadership & Capability Development

- Directly manage and develop 3–4 Service Delivery Managers

- Drive accountability and performance management for SDMs

- Ensure role clarity and governance discipline within clusters

- Partner with Competency Lead to forecast skill needs

- Support leadership development and succession planning

- Maintain attrition <10% within portfolio

- Drive internal stakeholder engagement score ?85%

6. Transformation

- Operationalize harmonized delivery models

- Ensure cross-cluster integration and scalability

- Promote reuse-first and tech-first mindset

- Participate in productization initiatives for IT Support services





- Collaborate with CoE experts for process and tech maturity uplift

- Drive continuous improvement programs within portfolio

7. Financial & Capacity Management

- Monitor portfolio-level margin performance

- Optimize cost-to-serve across accounts

- Approve and monitor staffing plans

- Drive productivity improvements (x%YoY target)

- Ensure budget adherence within defined thresholds

Qualifications

Educational qualification:

- Bachelor’s degree in Engineering, Computer Science, IT, or related field
- ITIL / ITSM certification (preferred)
- Lean Six Sigma (preferred)

Experience:

- 15–20 years in IT Support / IT Service Management
- Minimum 10 years in leadership role managing managers
- Experience managing multi-account service portfolios
- Strong exposure to SLA-driven environments
- Experience in automation, RPA, or AI-led support models preferred
- Experience in cross-functional governance

Mandatory/requires Skills:
Leadership

- Strong people leadership and coaching capability
- High accountability and ownership mindset
- Ability to influence across matrix structures

Operational

- Deep understanding of ITSM frameworks
- Solid data-driven decision-making ability
- Financial acumen (margin, cost-to-serve)

Strategic

- Ability to translate strategy into scalable operations
- Transformation & change management capability

Behavioral

- Structured thinking
- Customer-centric mindset
- Continuous improvement orientation
- Strong communication and stakeholder management

Preferred Skills:
Experience in IT Service Industry with handling clients within and outside India

Apply on Kit Job: kitjob.in/job/4ixkm7

📌 Operations Manager – IT Support (India)
🏢 Bosch Group
📍 India