In Time Tec is an award-winning IT & software company.

In Time

Tec offers progressive software development services, enabling its clients to keep their brightest and most valuable talent focused on innovation.

In Time

Tec has a leadership team averaging 15 years in software/firmware R&D;, and 20 years building onshore/offshore R&D; teams. We are looking for rare talent to join us. People having a positive mindset and great organizational skills will be drawn to the position. Your capacity to take initiative and solve problems as they emerge, flexibility, and honesty, will be key factors for your success at In Time Tec.

Position Overview The Service Operations Manager is responsible for leading, developing, and scaling high-performing engineering support teams to deliver a consistently exceptional customer experience. In partnership with the Director, Managed Services, this role drives operational excellence, engineers' professional growth, and strong client relationships that reinforce long-term customer success. This leader acts as the operational owner for day-to-day service performance across assigned accounts, strengthening the technical execution of engineering teams while ensuring services are delivered with predictability, quality, and a proactive mindset.

Core Responsibilities

1. Engineering Team Leadership & Growth

- Lead and coach engineering teams to ensure technical excellence and accountability.
- Build scalable team structures and workflows to support growth and meet changing customer needs.
- Promote a culture of learning and collaboration for ongoing skill development.
- Review performance metrics and guide engineers on technical and professional improvement.

2. Operational Excellence & Service Delivery Execution

- Deliver services that meet or exceed SLAs, KPIs, and customer expectations.
- Enforce standardised processes, quality documentation, effective communication, and escalation protocols.
- Track operations, identify risks early, and resolve issues proactively.
- Assist in capacity planning, workload distribution, and resource allocation for operational goals.
- Use ServiceNow to manage service operations, including ticket workflows, queues, escalations, reporting, and service performance tracking.
- Ensure consistent execution of ITSM practices across assigned accounts and engineering teams.

3. Strategic Client Relationship Management

- Serve as the main operational contact for assigned clients, building transparent and responsive relationships.
- Align engineering support with client business needs and goals.
- Collaborate with Account Management and Project Delivery for unified service.
- Join customer reviews, service discussions, and roadmap planning to support the partnership.

4. Customer Success Ownership

- Regularly assess customer experience and drive actions to improve satisfaction, reliability, and value.
- Turn customer feedback into practical improvements for engineering and service teams.
- Support renewal readiness through effective service delivery and by identifying expansion opportunities linked to customer goals.

5.



Data-Driven Performance Management

- Track and respond to service KPIs such as SLA attainment, response and resolution times, backlog status, and customer sentiment.
- Use data to inform decisions, enhance team performance, and report trends to leadership and clients.
- Regularly manage metrics, service health, and operational reports.

6. Collaboration & Cross-Functional Alignment

- Collaborate with Engineering, Project Delivery, Account Management, and Central Services to ensure seamless service delivery and effective knowledge sharing.
- Support onboarding for new customers and technologies by facilitating coordination and communication among teams.
- Work with leadership to implement initiatives that improve efficiency, quality, and scalability.

7. Resource & Budget Management

- Maintain team staffing plans and budget alignment to support growth, SLA commitments, and service quality requirements.
- Participate in hiring, onboarding, and workforce planning to ensure a strong, scalable engineering support bench.

Core ITSM Process Knowledge The role requires a strong practical understanding of the following core ITSM processes and their application within a managed services environment:

1. Incident Management Restore normal service operation as quickly as possible following an unplanned disruption or outage.
2. Problem Management Identify and investigate the root causes of recurring or major incidents and drive preventive action.
3. Service Request Management Manage routine user requests for standard services such as password resets, software installations, access requests, and new hardware.
4. Change Management Control, assess, approve, schedule, and track changes to IT infrastructure while minimising service disruption and operational risk.
5. Knowledge Management Capture, organise, maintain, and share technical information, known errors, solutions, and best practices.

6. Configuration Management Track Configuration Items (CIs), their attributes, and their relationships through a Configuration Management Database (CMDB).
1. Service Level Management Define, monitor, and report against Service Level Agreements (SLAs) and align service performance with business expectations.

8. IT Asset Management (ITAM) Manage the lifecycle of hardware and software assets from procurement and deployment through maintenance and retirement.
1. Continual Improvement Measure service performance and identify opportunities to improve efficiency, quality, customer value, and alignment with evolving business goals.

Qualifications:

- Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment,



with a strong focus on operational execution and customer outcomes.
- Hands-on experience working in a ServiceNow environment, including ServiceNow-based ticketing, workflows, queues, escalations, reporting, and service performance tracking.
- Good understanding of ITSM processes, including Incident Management, Problem Management, Service Request Management, Change Management, Knowledge Management, Configuration Management and CMDB, Service Level Management, IT Asset Management, and Continual Improvement.
- Demonstrated ability to develop, mentor, and grow engineering teams, fostering accountability, learning, and high performance.
- Experience supporting complex customer environments requiring adherence to strict SLAs, regulatory controls, and high-availability expectations.
- Ability to analyse operational data, identify trends, and drive improvements using metrics-based decision-making.
- Strong communication skills with the ability to translate technical and operational details into transparent, actionable information for engineers and client stakeholders.
- Proven success in building and maintaining trusted client relationships, managing expectations, communicating service performance, and advocating for customer needs internally.
- Demonstrated effectiveness in collaborating cross-functionally with Project Delivery, Account Management, Engineering, and other operational teams.
- Ability to balance hands-on operational oversight with forward-thinking process improvement and scalability initiatives.
- Experience managing remote and distributed teams across multiple geographies or time zones.
- ITIL Foundation certification or practical ITIL experience is strongly preferred.
- Strong organisational, problem-solving, and prioritisation skills in a fast-paced, rapidly evolving environment.
- Comfortable working outside standard business hours when required for major incidents, escalations, or on-call rotation

How You’ll Grow at In Time Tec In Time Tec, has made significant investments to create a stimulating environment for its people to grow. We want each of our employees to grow in their way and play their roles while honing their ownership abilities. As part of those efforts, we provide our professionals with a range of educational opportunities to help them grow in their career.

Our guiding principles of leadership, trust, transparency, and integrity serve as the foundation for everything we do and every success we achieve. We are proud of these fundamental principles since they demonstrate our dedication towards them as a“One Team”.

We value every individual by giving them the freedom to make daily decisions that can support their health, well-being, confidence, and awareness. Our leadership team is there to offer the safe base by giving the right budding environment, instruction, tools, and chances necessary for your professional development in achieving your goals.

Our people and culture work together in a collaborative environment, making In Time Tec a thriving place to work. You can find out more about Life at In Time Tec here.

📌 Service Operations Manager (Bengaluru)
🏢 In Time Tec
📍 Bengaluru