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Group Operations Manager - Service Delivery Management

India

Job Description

Group Operations Manager - Service Delivery Management

Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Role SummaryThe IT Operations Manager is responsible for ensuring the stability, availability, performance, and security of IT infrastructure and services. This role oversees day-to-day operations, manages L2/L3 support teams, ensures adherence to SLAs, and drives continuous service improvement across infrastructure, applications, and end-user services.Key ResponsibilitiesOperational ManagementOwn 24x7 IT operations across infrastructure, applications, network, security, and end-user services.Ensure high availability and performance of production environments.Oversee incident, problem, change, and service request management as per ITIL framework.Act as the primary escalation point for major incidents (P1/P2) and service disruptions.Drive Root Cause Analysis (RCA) and ensure permanent corrective actions.Service Delivery & GovernanceEnsure compliance with SLAs, OLAs, and KPIs agreed with business/customers.Lead service reviews, operational governance meetings, and customer interactions.Manage vendor and third-party service providers, ensuring contractual and performance compliance.Enforce standard operating procedures (SOPs), MOPs, and runbooks.Team & Resource ManagementLead and manage L2/L3 operations teams (internal and external).Ensure skill readiness, shift coverage, and succession planning.Drive performance management, coaching, and capability building.Coordinate with transition, project, and architecture teams during changes and handovers.Change, Risk & ComplianceGovern change management to minimize business impact and operational risk.Ensure compliance with security policies, audit requirements, and regulatory standards (ISO, SOX, GDPR, etc.).Proactively identify operational risks, capacity gaps, and single points of failure.Continuous Improvement & AutomationDrive operational excellence initiatives, including automation and process optimization.Identify opportunities to reduce incidents, improve MTTR, and enhance service reliability.Support tooling, monitoring, and observability improvements.Required Skills & ExperienceTechnicalStrong understanding of IT infrastructure operations:Servers (Windows/Linux)Virtualization (VMware/Hyper-V)Storage & BackupNetworks & SecurityCloud (Azure/AWS/GCP - operational view)Experience with ITSM tools (ServiceNow, Remedy, etc.)Monitoring and alerting tools (SCOM, Dynatrace, Splunk, etc.)Process & FrameworksStrong hands-on experience with ITIL processesExposure to ISO 20000, ISO 27001, SOC,



audit controlsExperience in managed services / enterprise IT environmentsLeadership & Soft SkillsStrong stakeholder and customer management skillsAbility to handle high-pressure situations and executive escalationsExcellent communication, reporting, and documentation skillsDecision-making mindset with focus on risk, stability, and customer impact

Key Responsibilities

1. Develops and implements operational strategies to achieve business objectives, ensuring alignment with the company's overall vision and goals.
2. Identifies and implements process improvements to enhance efficiency, reduce costs, and improve overall productivity.
3. Leads and mentors teams, providing coaching, training, and feedback to improve performance, and fosters a positive and collaborative work environment.
4. Manages budgets, resources, and procurement, ensuring efficient allocation and cost-effectiveness.
5. Tracks and analyzes key performance indicators (KPIs) to identify areas for improvement and optimize operations.
6. Ensures compliance with company policies, regulations, and industry standards, and maintains high quality standards.
7. Facilitates effective communication and collaboration with other departments, stakeholders, and vendors.
8. Identifies and manages potential risks, implementing mitigation strategies to minimize impact.

Skill Requirements

1. Group Operations Manager needs a combination of hard and soft skills to effectively lead and manage operational processes within an organization.
2. These skills include leadership, communication, problem-solving, analytical thinking, and project management, among others.
3. Additionally, solid financial and organizational skills are crucial for managing budgets and resources, and ensuring efficient workflows.

Other Requirements

1. ITIL 4 Foundation is a must and PMP/Prince2 or Six Sigma are optional

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Copyright © 2026 HCL Technologies Limited

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📌 Group Operations Manager - Service Delivery Management (India)
🏢 HCLTech
📍 India