Operations Manager – IT Support at BoschGroup

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 6.    Transformation • Operationalize harmonized delivery models • Ensure cross-cluster integration and scalability • Promote reuse-first and tech-first mindset • Participate in productization initiatives for IT Support services • Collaborate with CoE experts for process and tech maturity uplift • Drive continuous improvement programs within portfolio  7.    Financial & Capacity Management • Monitor portfolio-level margin performance • Optimize cost-to-serve across accounts • Approve and monitor staffing plans • Drive productivity improvements (x%YoY target) • Ensure budget adherence within defined thresholds