IT Operations Manager

Job Title:

IT Operations Manager

Location:

India

Employment Type:

Permanent – Full Time (1 FTE)

Reports To:

Global Vice President of Information Technology
Herspiegel is a global life sciences consultancy that guides pharmaceutical and biotech companies through their most decisive moments—powering commercial success and expanding patient access. From early asset strategy to launch readiness and market optimization, we help clients navigate complexity and seize opportunity. Our integrated approach brings together scientific insight, evidence strategy, deep market intuition, and executional precision to ensure brands are built to lead.

Position Summary
The IT Operations Manager is responsible for the  day-to-day operational execution of corporate IT services  across a multi-entity, global organisation.
The role  owns operational delivery and BAU execution of  service delivery, MSP management, joiner–mover–leaver (JML) processes, asset and device lifecycle management, SOPs, and operational governance, while strategic ownership, budget authority, enterprise risk acceptance, and executive accountability for IT remain with the VP of IT. This separation ensures strong operational control without diluting strategic leadership or executive accountability.
This role exists to ensure  stable, predictable, and well-governed IT operations , while removing day-to-day operational noise from senior IT leadership. It is a critical control point for service quality, cost discipline, and user experience as the organisation scales and integrates multiple entities.

Key Responsibilities
IT Service Operations & Delivery
Own day-to-day IT operations across end-user computing, SaaS platforms, identity, and collaboration services.
Ensure consistent, reliable delivery of IT services aligned to agreed SLAs and business expectations.
Act as the primary escalation point for operational incidents, service degradation, and systemic issues.
Drive root-cause analysis and permanent fixes for recurring operational problems.
Managed Service Provider (MSP) Management
Own the  day-to-day operational management  of MSPs, including ticket quality, backlog health, escalations, and service consistency.
Enforce SLAs and operational KPIs  within vendor strategy, contracts, and escalation frameworks defined by the Global VP of IT .
Identify performance issues and drive corrective actions, escalating systemic or commercial risks as required.
Joiner–Mover–Leaver (JML) & Identity Operations
Own and continuously improve JML processes to ensure timely, accurate, and secure onboarding, role changes, and offboarding.
Ensure JML workflows are well-controlled, auditable, and aligned with HR systems and security requirements.
Eliminate delays, rework, and licence leakage caused by weak or inconsistent processes.
Asset, Device & Hardware Lifecycle Management
Own end-to-end lifecycle management for laptops, peripherals, and IT assets.
Ensure effective stock management, refresh cycles, and cost control across multiple regions.
Oversee device provisioning, shipping, replacement, and recovery processes.
Maintain accurate asset records to support security, audit, and financial reporting.
Operational Governance, SOPs & Documentation
Develop, maintain, and enforce IT Standard Operating Procedures (SOPs) for operational processes.
Ensure operational activities are repeatable, documented, and resilient to personnel change.
Embed change, incident, and problem management discipline appropriate to organisational scale.
Support audit, compliance, and risk activities by ensuring operational controls are consistently applied.
Reporting, Metrics & Continuous Improvement
Define and report on operational KPIs (e.g. ticket volumes, resolution times, SLA adherence, backlog health).
Provide clear, data-driven insight into operational performance, risks, and improvement actions.
Drive operational maturity improvements aligned to the IT roadmap and business growth.
Stakeholder & Leadership Responsibilities
Act as the primary operational counterpart to People, Finance, and Business Operations teams.
Translate business needs into operational execution without escalating unnecessary issues to ELT.
Free senior IT…