Opening for Manager IS OPS in Pharmaceutical company for BKC location

Job Description:

Designation: Manager IS OPS

Working days: Monday To Friday

Work timing: 9:00 A.M to 5 P.M

Gender: Female

Contract: 1 Year(auto renewable) Pay roll company will be Talisman

Reports To: Senior Leadership (Regional IT)

Department: Information Services / IT Operations

Role Summary:

The Sr. Manager – IS Operations will lead and optimize IT end-user support operations across India, serving over 14,000 users across corporate offices and manufacturing sites. This role is pivotal in aligning IT service delivery with organizational goals, enhancing productivity, ensuring secure and reliable IT services, and driving continuous improvement through strategic planning and operational excellence.

Key Responsibilities:

1. Operational Leadership

• Oversee end-user IT support across all divisions in India, ensuring consistent and high-quality service delivery.
• Manage onboarding/offboarding processes and handle over 20,000 incidents and service requests annually.
• Define, monitor, and improve KPIs to reduce operational disruptions and enhance service quality.

2. Strategic Initiatives & Process Improvement

• Lead global programs such as PC refresh and implement process improvement methodologies (e.g., Kaizen, Six Sigma).
• Drive initiatives like Shift Left, NPS tracking, MTTR reduction, and faster response/resolution times to improve operational efficiency.

3. Budget & Resource Management

• Manage the PAN India IT support budget, ensuring cost-effective operations.
• Collaborate with regional leadership to align financial planning with strategic and operational priorities.

4. Stakeholder Engagement

• Foster strong relationships with internal stakeholders and leadership teams to ensure alignment and transparency.
• Act as an executive assistant to senior leadership, facilitating coordination, reporting, and decision-making.

5. Project Management

• Lead and support regional and global IT initiatives with strong project management skills.
• Ensure timely execution, delivery, and measurable outcomes of IT projects.

Qualifications & Experience:

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or related field.
• 10+ years of experience in IT operations, with at least 5 years in a leadership role.
• Proven experience in managing large-scale IT support operations and driving strategic initiatives.
• Strong understanding of ITIL, service management tools, and process improvement methodologies.
• Excellent communication, stakeholder management, and leadership skills.

Preferred Skills:

• Certifications in ITIL, Six Sigma, PMP or similar.
• Experience in manufacturing or multi-site operations.

Familiarity with global IT programs and cross-functional collaboration.