Role Overview:

We are looking for an experienced IT Service Operations Manager to lead and manage the day-to-day IT service delivery function across the organization. The role will be responsible for ensuring reliable, effective, and consistent IT services for employees across locations, while driving service quality, operational excellence, automation, and continuous improvement.

The role will own the end-to-end IT Service Operations lifecycle, including IT helpdesk, incident and escalation management, service requests, end-user computing, IT asset management, software provisioning and compliance, meeting room and VC services, vendor management, IT service reporting, and operational governance.

The ideal candidate should have strong ITSM experience, excellent stakeholder-management skills, a service-oriented mindset, and the ability to manage both people and technology partners.

Experience: 8–12 years
Mandatory Skills: IT Operations Management, ITIL/ITSM, Service Delivery, Vendor Management, IT Compliance

Key Responsibilities:

1. IT Service Operations & Service Delivery




- Own and manage day-to-day IT Service Operations across the organization.
- Ensure effective delivery of IT services in line with defined SLAs, OLAs, and business expectations.
- Oversee the IT helpdesk/service desk function, including ticket management, prioritization, resolution, and closure.
- Establish and monitor service KPIs, SLAs, response times, resolution times, backlog, and user satisfaction.
- Identify recurring issues and drive permanent corrective actions.
- Ensure appropriate escalation and communication for critical incidents and business-impacting issues.
- Drive service quality and continuously improve the employee IT experience.

2. ITSM & Process Management
- Own and continuously improve ITSM processes including Incident, Service Request, Problem, Change, and Knowledge Management.
- Ensure IT processes are documented, standardized, and followed consistently.
- Drive automat

📌 IT Service Operations Manager (Bengaluru)
🏢 Cult.fit
📍 Bengaluru