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Job Post Details

Operations Manager - job post

Nexifyr Consulting Pvt Ltd
Bengaluru, Karnataka

Job details

Job type

  • Full-time

Location

Bengaluru, Karnataka

Full job description

About Company:

We are specializing in Global Capability Center (GCC) operations, IT infrastructure services,
customer experience management, field engineering, finance & accounting services, and
enterprise support operations across multiple geographies.
Founded with a vision to become the operational backbone for global enterprises,
supports OEMs, SaaS providers, enterprises, and global organizations through scalable,
SLA-driven, and compliance-focused delivery models. The company operates across
multiple continents with capabilities in IT support, NOC operations, staffing, engineering
services, customer operations, and white-label support solutions.
We delivers services through a globally integrated operational model with strong
focus on governance, operational excellence, customer experience, and rapid workforce
deployment.

Experience: 4-9 Years

Location: Bengaluru (Work from Office)

This role is based in Bengaluru and will involve interaction with both domestic and

international clients.

Office Address: Banaswadi, Bengaluru, Karnataka, India.

Role Summary


We are looking for a highly dependable Operations Manager (Technology Services) to

act as the key operational leadership partner to the Head of Operations / Delivery

Leader. This role is designed to be the operational backbone of a fast-moving services

business handling multiple client accounts across SaaS support, enterprise technology,

data operations, migrations, and managed service delivery.

This person will serve as the leadership’s primary operational counterpart, owning

day-to-day execution so senior leadership can focus on strategic growth, client

expansion, process innovation, automation, and executive decision-making.

The ideal candidate combines people leadership, service delivery discipline,

technical fluency, client-facing confidence, and strong operational ownership.

Core Mission of the Role

Take full ownership of daily delivery execution, team performance, SLA adherence,

project governance, and cross-functional coordination, ensuring the department

runs smoothly without requiring constant senior oversight.

This role should proactively identify risks, solve delivery bottlenecks, improve

workflows, and step in as the acting lead when needed.

Key Responsibilities


1) Daily Operations Ownership
  • Run day-to-day delivery across multiple projects, support queues, and technical

workstreams

  • Manage workforce planning, shift alignment, bandwidth allocation, and priority

balancing

  • Track SLA, TAT, backlog, escalations, CSAT, quality, utilization, and project

milestones

  • Ensure no client commitments slip due to staffing, process, or communication

gaps

  • Own daily standups, EOD reviews, risk updates, and operational governance

calls

2) Team Leadership & People Management
  • Manage Team Leads, SMEs, analysts, support engineers, and delivery

coordinators

  • Drive accountability across 20–100+ resources depending on portfolio size

  • Coach underperformers and create improvement plans

  • Build leadership bench strength within the team

  • Support hiring, onboarding, training, and succession planning

  • Create role clarity, KRAs, scorecards, and performance dashboards

3) Client Delivery & Stakeholder Management

  • Serve as the first point of escalation before issues reach senior leadership

  • Join client governance calls and delivery reviews

  • Present status reports, issue logs, risk mitigation plans, and action trackers

  • Build trust with client-side managers and operational stakeholders

  • Handle critical incidents, missed SLA recovery plans, and executive escalations

4) Technical Program Coordination

  • Oversee execution of technical support and project-based work including:

o SaaS support operations

o Network / storage / cloud migration coordination

o Data operations and reporting workflows

o Tool migrations (CRM, ticketing, workflow systems)

o QA, moderation, and managed support functions

  • Work closely with technical leads to remove blockers

  • Ensure documentation, SOPs, runbooks, and escalation matrices stay updated

5) Process Excellence & Automation

  • Identify repetitive workflows that can be automated

  • Improve reporting, dashboards, and operational visibility

  • Standardize SOPs, handoff workflows, and governance mechanisms

  • Reduce dependency on tribal knowledge

  • Partner with leadership on AI-enabled workflow improvements and efficiency

gains

6) Leadership Enablement

  • Translate leadership vision into executable plans

  • Independently run workstreams without requiring micromanagement

  • Act as decision support for staffing, project risk, cost, and delivery trade-offs

  • Own follow-through on leadership action items

  • Protect leadership bandwidth by filtering noise and escalating only what truly

matters

Required Skills & Experience

  • 5+ years in technical operations, service delivery, project management, or

managed services

  • Strong experience leading support or project teams in SaaS / IT / enterprise tech

environments

  • Proven ability to manage multiple concurrent workstreams

  • Strong understanding of SLA-driven environments

  • Comfortable working with technical teams across cloud, software, infra, data, or

enterprise systems

  • Strong escalation handling and stakeholder communication skills

  • Excellent with dashboards, Excel/Sheets, reporting tools, and workflow systems

  • Strong ownership mindset with low supervision dependency

Preferred Background

  • Experience in BPO-tech hybrid environments, MSPs, SaaS support, or enterprise

service delivery

  • PMP / ITIL / Six Sigma exposure is a plus

  • Exposure to automation, AI workflows, analytics dashboards, or process

transformation is highly preferred

  • Experience working with global clients (US, UK, Australia, Middle East) is

preferred

Personality Fit

This role is ideal for someone who:

  • Thinks like an owner

  • Solves problems before they become escalations

  • Can manage both people and process

  • Is highly structured and detail-oriented

  • Can confidently challenge weak execution

  • Thrives in ambiguity and builds order fast

  • Understands how to balance client expectations with internal realities
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