Operations Manager – IT Support

About the role

Bosch Global Software Technologies Private Limited is seeking an Operations Manager – IT Support to lead the end‑to‑end performance of its IT support portfolio in Coimbatore, India.

Key responsibilities

• Service Delivery Excellence & Governance – own operational performance, ensure ~98% KPI compliance, monitor metrics (MTTR, FCR, backlog), run governance forums, manage major incidents and keep critical escalations within SLA.
• Process Harmonization & Standardization – design and enforce unified processes, adopt common tools and dashboards, eliminate deviations, publish playbooks and SOPs, and maintain audit readiness across clusters.
• Automation & Operational Efficiency – identify repetitive tasks for RPA/AI automation, increase automation coverage, improve resource utilization to ~85%, reduce repeat incidents, enable predictive analytics for demand and capacity planning, and drive cost‑optimisation initiatives.
• Customer Relationship & Portfolio Health – maintain high customer satisfaction, review feedback and escalation patterns, drive service improvement plans, support strategic conversations and ensure contractual obligations are met.
• People Leadership & Capability Development – directly manage 3‑4 Service Delivery Managers, drive performance management, forecast skill needs, support succession planning, keep attrition below 10% and achieve stakeholder engagement scores above 85%.
• Transformation – operationalise harmonised delivery models, promote reuse‑first and tech‑first mindsets, and ensure cross‑cluster integration and scalability.

Required profile

• Proven senior‑level experience managing IT service delivery.
• Strong leadership with a track record of developing and retaining high‑performing teams.
• Demonstrated ability to standardise processes and enforce governance frameworks.
• Experience implementing automation solutions (RPA, AI) in support environments.
• Expertise in handling major incidents and maintaining SLA compliance.
• Excellent stakeholder and customer relationship management skills.
• Analytical mindset for predictive planning and cost optimisation.

Required skills

• Robotic Process Automation (RPA)
• Artificial Intelligence (AI) for ticket automation
• Predictive analytics for demand and capacity planning
• IT service management metrics (MTTR, FCR, backlog)