SR
Hiring companySpaulding Ridge
Active listing
IT Operations and Service Delivery Manager
Bangalore, Karnataka, India Full-time Hybrid
About the role
IT Operations & Service Delivery Manager at Spaulding Ridge leads the global IT Operations team, ensuring high‑quality technology experiences for employees worldwide. The role oversees Service Desk, End User Services, Asset Management, and Infrastructure Operations, driving process improvement, automation, and vendor accountability while serving as the operational owner of Jira Service Management. Based in Bangalore with a hybrid model requiring overlap with US Central Time business hours (availability until 1:00 PM CT).
What you’ll do
- Lead and manage global Service Desk operations and personnel
- Oversee asset lifecycle management and employee onboarding/offboarding processes
- Coordinate infrastructure and cloud operations, ensuring service continuity
- Drive continuous improvement, automation, and process optimization initiatives
- Own Jira Service Management governance, workflows, and reporting
- Partner with security, HR, and architecture teams for compliance and readiness
- Monitor performance metrics, KPIs, SLAs, and present insights to leadership
- Manage vendor relationships, SLA compliance, and escalation handling
Nice to have
- 8+ years IT Operations or Service Delivery experience
- Experience managing Service Desk and End User Services
- Strong background with Microsoft 365, Azure AD, Intune
- Jira Service Management administration expertise
- Vendor and MSP management experience
- Cloud infrastructure and SaaS platform support
- Excellent stakeholder communication and leadership skills
- Ability to work overlapping US Central Time hours
Skills
Service Desk ManagementIT Service ManagementJira Service ManagementMicrosoft 365Azure ADIntuneCloud OperationsVendor Management
Education
BA/BS in Computer Science, Information Systems, Cybersecurity, Business Technology or related field