Assistant Manager/Manager

We are looking for an experienced IT Operations Manager to lead dispatch operations, workforce planning, and service delivery performance.

Key Responsibilities

• Own end-to-end dispatch operations and ensure SLA adherence
• Monitor queues, manage backlog, and resolve critical delays
• Ensure optimal workforce availability (Internal + Vendors)
• Drive cost efficiency by managing operations within defined budgets
• Act as the primary point for escalations and incident resolution
• Ensure process compliance, audit readiness, and governance standards
• Analyze performance data and provide actionable insights
• Lead stakeholder communication with internal teams, vendors, and clients
• Manage team performance, coaching, and shift coverage
• Identify process gaps and drive automation/improvements

Key Skills & Experience:

• Strong experience in IT operations / service delivery / dispatch management
• Excellent problem-solving and decision-making skills under pressure
• Ability to balance SLA, cost, and quality
• Strong stakeholder and vendor management
• Data-driven mindset with reporting and analysis capability
• Experience in team leadership and performance management

What Success Looks Like:

• High SLA adherence
• Controlled operational costs (within budget)
• Strong team performance and accountability
• Efficient handling of escalations
• Continuous process improvement