Abbott - Senior Manager - IT Operation

Job Title : Senior Manager IS OPS.

Experience : 10-15 years.

Location : Mumbai.

Reporting : Director IT Operation and Infrastructure.

Role Overview

- We are seeking an experienced professional to lead end-user operations for large enterprise accounts.

- The ideal candidate will drive operational excellence, manage diverse support teams, and ensure compliance with organizational standards while delivering exceptional user experience.

Key Responsibilities

Operational Excellence:

- Oversee incident management, service requests, and white-glove support for senior stakeholders.

- Managing NPS, MTTR, User awareness, Ticket ageing.

- Manage large teams across End User Support, Service Desk, Field Support, and Manufacturing Site Support.

- Ensure smooth onboarding and offboarding processes.

Asset Management:

- Manage lifecycle of 15,000-20,000 assets including procurement, tracking, and disposal.

- Implement e-waste processes and ensure asset reconciliation with financial books of accounts.

Audit & Compliance:

- Ensure adherence to internal and external compliance standards.

- Prepare for and manage audits effectively.

Project Management:

- Lead and deliver IT projects within scope, time, and budget.

- Drive process improvements and automation initiatives.

Budget Management:

- Forecast and track monthly budgets, monitor planned vs.actuals, and manage LBE (Latest Best Estimate).

Reporting & Documentation:

- Create detailed reports and presentations using Excel and PowerPoint.

- Knowledge pertaining to Data center management if candidate is having will have more weightage.

- Certifications: ITIL, Six Sigma, ISO, PMP, Prince2, Agile (any combination preferred).

- Strong command of English (verbal and written).

- Advanced proficiency in MS Excel and PowerPoint.

- Onsite experience in managing large enterprise accounts is highly desirable.

Key Skills:

- Leadership and team management.

- Incident and service request management.

- Asset lifecycle and compliance expertise.

- Budgeting and financial tracking.

- Excellent communication and stakeholder management.