Operations Manager – IT Support at Bosch Group

Coimbatore, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

12 Aug, 26

Salary

0.0

Posted On

14 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, ITSM Frameworks, Service Delivery Management, Financial Acumen, Change Management, Stakeholder Management, Data-Driven Decision Making, Process Standardization, Automation, RPA, AI-led Support, Capacity Planning, Governance, Incident Management, Customer Relationship Management, People Coaching

Industry

Software Development

Description

Company Description Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region. Job Description Roles & Responsibilities: 1. Service Delivery Excellence & Governance Own end-to-end operational performance for IT Support portfolio Ensure ?98% CKPIF compliance across all clusters Monitor service metrics (MTTR, FCR, backlog, ticket aging, escalation trends) Establish and run portfolio-level governance forums Oversee major incident management and escalation resolution Ensure corrective and preventive actions (CAPA) are implemented Review and validate QBR inputs prepared by SDMs Maintain zero critical unresolved escalations beyond SLA 2. Process Harmonization & Standardization Design and enforce standardized processes across accounts/clusters Ensure adoption of unified tools, dashboards, and reporting templates across clusters Eliminate account-level process deviations and redundancies with clusters/across clusters Develop and publish portfolio playbooks and SOP frameworks Partner with Quality function to improve process maturity Ensure audit readiness across all IT Support clusters 3. Automation & Operational Efficiency Identify repetitive processes suitable for automation (RPA, AI, ticket automation) Drive automation coverage in applicable IT Support workflows Improve resource utilization to ?85% Reduce repeat incidents through root cause elimination Enable predictive analytics for demand and capacity planning Drive cost optimization initiatives in collaboration with Delivery Head 4. Customer Relationship & Portfolio Health Ensure high customer satisfaction Review customer feedback and escalation patterns Partner with SDMs to drive service improvement plans Support strategic customer conversations when required Ensure contractual obligations are consistently fulfilled Enable value-add initiatives within accounts 5. People Leadership & Capability Development Directly manage and develop 3–4 Service Delivery Managers Drive accountability and performance management for SDMs Ensure role clarity and governance discipline within clusters Partner with Competency Lead to forecast skill needs Support leadership development and succession planning Maintain attrition

Responsibilities

Oversee end-to-end operational performance and governance for the IT Support portfolio to ensure high service delivery and compliance. Drive operational efficiency through process harmonization, automation, and the leadership of Service Delivery Managers.