Operations Manager

Job description:

Job Description

 

Role Overview:

The Operations Manager will oversee day-to-day service delivery across multiple technology support verticals, including Service Desk, AV Maintenance, and Cellular Operations. The role involves managing teams, ensuring SLA compliance, driving process improvements, and maintaining strong stakeholder relationships within a high-performance technology environment.

 

Key Responsibilities:

 

• Lead and manage end-to-end operations for Service Desk, AV, and Cellular support functions.
• Ensure consistent delivery of high-quality IT support services aligned with client expectations and SLAs.
• Oversee workforce planning, scheduling, and performance management for onshore/offshore teams.
• Collaborate with cross-functional teams to resolve escalations and implement process improvements.
• Track and report operational metrics, identify trends, and recommend corrective actions.
• Manage vendor relationships and ensure compliance with organizational and client policies.
• Drive automation and efficiency initiatives to improve service delivery.
• Support RFPs, transitions, and new business onboarding as required.

 

Required Skills & Qualifications:

 

• Bachelor’s degree in Engineering, Computer Science, or related field (MBA preferred).
• 8+ years of experience in IT Operations, Service Delivery, or Technology Support.
• Proven experience managing Service Desk, AV, or Cellular Operations teams.
• Strong understanding of ITIL processes and service management frameworks.
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience working with enterprise clients (Google or similar tech environments preferred).

 

Experience: 8-10 Years

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The expected compensation for this role ranges from $80,000 to $158,000 .

 

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

 

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

 

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