Role & responsibilities

Experience: 7-10 Years

Role: Service Operations Manager

Domain: IT Infrastructure, Cloud Operations & End User Services

Reporting To: Delivery Manager / Program Manager / Account Lead

: Service Operations Manager (IT Infrastructure, Cloud & End User Services)

Position Summary

We are seeking an experienced Service Operations Manager with 7-10 years of experience in IT Infrastructure, Cloud Infrastructure, End User Computing (EUC), and IT Service Management. The role will be responsible for leading end-to-end service delivery, operational governance, customer engagement, team management, and continuous improvement across Infrastructure, Cloud, Workplace Services, and Service Operations functions.

The ideal candidate should possess strong leadership, stakeholder management, and service delivery expertise, ensuring operational excellence, SLA adherence, customer satisfaction, and alignment with ITIL best practices.

Key Responsibilities

Service Delivery & Operations

- Manage end-to-end delivery of IT Infrastructure, Cloud, End User Services, Service Desk, and Workplace Services.
- Ensure achievement of SLAs, KPIs, OLAs, and contractual commitments.
- Lead operational governance, service reviews, executive reporting, and customer meetings.
- Manage major incidents, escalations, service recovery, risk mitigation, and operational stability.
- Drive customer satisfaction and service excellence initiatives.

Infrastructure, Cloud & End User Services
- Oversee on-premises Infrastructure and Cloud Operations (Azure, AWS, GCP).
- Ensure availability, performance, capacity, security, compliance, and lifecycle management of infrastructure services.
- Manage End User Computing services including:

- Windows Server and VMware

- Network Switches/Routers





- Storage and backup
- Microsoft Intune, SCCM/MECM
- Windows & Mac Endpoint Management
- Citrix, VMware Horizon, Azure Virtual Desktop
- Mobility & MDM Solutions
- Microsoft 365, Teams, Exchange, SharePoint
- Service Desk, Remote Support, and Field Services
- Drive Digital Employee Experience (DEX), workplace modernization, and service automation initiatives.

ITIL Service Management
- Govern Incident, Problem, Change, Request, Major Incident, and Service Level Management processes.
- Participate in CAB reviews and drive root cause analysis and service improvement plans.
- Ensure compliance with ITIL standards, governance frameworks, and audit requirements.
- Implement continual service improvement initiatives to enhance operational maturity.

Team Management & Leadership
- Lead and manage cross-functional teams across Infrastructure, Cloud, EUC, Service Desk, and Field Services.
- Drive workforce planning, resource allocation, capacity planning, and succession management.
- Conduct performance reviews, mentoring, coaching, and career development discussions.
- Identify skill gaps and build training, certification, and upskilling plans.
- Manage recruitment, onboarding, retention, and employee engagement activities.
- Foster a culture of accountability, collaboration, innovation, and customer-centricity.

Stakeholder & Vendor Management




- Act as the primary point of contact for customers, business stakeholders, and leadership teams.
- Manage third-party vendors and partners to ensure delivery excellence.
- Provide service performance updates, risk assessments, and improvement recommendations.
- Collaborate with internal technology towers and business teams to achieve delivery objectives.

Required Skills & Experience
- 7-10 years of experience in IT Operations, Infrastructure Services, Cloud Operations, and Service Delivery.
- Minimum 3 years of experience managing Infrastructure, Cloud, or Workplace Services teams.
- Robust experience in ITIL-based service delivery and operational governance.
- Proven experience managing global delivery teams and customer-facing operations.
- Experience managing teams of 15-50+ resources across multiple technology domains.

Technical Skills
- IT Infrastructure Operations
- Azure / AWS / GCP
- Microsoft Intune, SCCM/MECM
- Active Directory & Azure AD
- Microsoft 365 Services
- Citrix / VMware / Azure Virtual Desktop
- Endpoint & Mobility Management
- ServiceNow or other ITSM platforms
- Monitoring & Operations Management Tools

Preferred Certifications
- ITIL V4 Foundation / Managing Professional
- Microsoft Azure Administrator / Solutions Architect
- AWS Cloud Certification
- PMP, PRINCE2, Agile, or Scrum Certification

Key Competencies
- Service Delivery Leadership
- Infrastructure & Cloud Operations
- End User Services Management
- ITIL Service Management
- Team Leadership & People Management
- Stakeholder & Vendor Management
- Resource & Capacity Planning
- Risk & Escalation Management
- Continuous Service Improvement
- Customer Relationship Management
- Executive Communication

📌 Service Operations Manager - Hyderabad
🏢 Tech Mahindra
📍 Hyderabad