Operations Manager

Job Summary

We are seeking an Operations Manager with solid operational delivery experience, consumer‑goods industry background and people‑management capability. This role is responsible for end‑to‑end operational service delivery, team oversight, incident & service governance, and aligning operational activities with business requirements for consumer‑goods business. The candidate needs to communicate effectively with global, regional and local stakeholders in English.

Key Responsibilities

Lead the operations team to deliver day‑to‑day operational support services, oversee incident lifecycle including detection, triage, escalation, resolution and closure, ensure all incidents meet agreed SLA targets.

Manage team workload, resource allocation, shift arrangement and on‑call rotation; coach and mentor team members, drive capability building and knowledge sharing within the team.

Track operational KPIs, conduct regular service health reviews, identify recurring issues and drive corrective & preventive actions to reduce service disruption.

Establish and optimize operational standards, runbooks and documentation; drive process continuous improvement and automation to lower manual effort.

Collaborate with business, technical and cross‑functional global & regional stakeholders, provide regular service performance reports to senior management. Communicate operational risks, service outages and mitigation plans to both technical and non‑technical audiences.

Ensure operational activities comply with enterprise security, data privacy and regulatory requirements for consumer‑goods business scenarios.

Job Requirements

Bachelor’s degree in Computer Science, Information Technology or related disciplines.

Solid hands‑on operations experience; proven people‑management experience leading support/operations teams.

Direct working experience within consumer‑goods / FMCG / luxury consumer industry is mandatory.

Business‑level English communication capability for daily cross‑region stakeholder collaboration.

Familiar with ITIL incident & service management frameworks; experience working with ITSM tools.

Strong stakeholder management, problem‑solving and decision‑making skills.

Experience in cloud‑hybrid environment operation is preferred.

Technical & Soft Skills

ITIL service management practice

ITSM tools (ServiceNow, Jira etc.)

Strong team leadership & mentoring skills

Fluent English for written & verbal business communication

Consumer‑goods business domain awareness