Senior Service Ops Manager II

Key Responsibilities 1. IT Service Operations Own IT service desk and field support (L1/L2/L3) across warehouses and PODs, with defined SLAs for incidents, requests, and changes. Run ITSM processes (incident, problem, change, request) using a standard ITSM tool. Drive root-cause analysis for repeat failures. Build a 24x7 or shift-based support model aligned to warehouse operating hours and peak-season demand by partnering with central IT Helpdesk. Own business continuity and DR readiness for site IT, including peak-event planning (festive sales, promotions, high-volume days). 2. Warehouse and POD Technology Operations Ensure availability and performance of site technology: LAN/Wi-Fi, ISP links and SD-WAN, RF scanners, handheld terminals, label/thermal printers, weighing and sorting systems interfaces, billing/POS, CCTV, biometric/attendance, and access control. Support go-lives, expansions, and closures of warehouses and PODs: site surveys, IT bill of materials, rack and cabling standards, vendor mobilisation, and handover. Target repeatable, templatised site launches. Coordinate with Warehouse Operations, Supply Chain, and WMS/OMS/TMS application teams to resolve technology issues affecting inbound, putaway, picking, packing, and dispatch. Define site-level monitoring and proactive alerting for network and device health. 3. IT Asset Management (ITAM) Own the end-to-end asset lifecycle: procurement coordination, tagging, deployment, tracking, refresh, repair, retirement, and secure disposal (e-waste compliant). Maintain an accurate CMDB/asset register for laptops, desktops, mobile and handheld devices, printers, network and surveillance equipment, and peripherals across all locations. Run periodic physical audits and reconciliations. Drive asset loss, damage, and shrinkage down. Manage spares pools, buffer stock, and repair/replacement turnaround at site and regional hubs. Support software and licence compliance along with Finance and Procurement for asset capitalisation and depreciation inputs. 4. Vendor, SLA and Commercial Management Manage MSPs, ISPs, field-service and hardware OEM/AMC vendors, with SLA scorecards, penalties, and quarterly business reviews. Contribute to the IT operations budget (Opex and Capex), track spend against plan, and drive cost optimisation and vendor consolidation. Lead sourcing evaluations, negotiations, and contract renewals together with Procurement. 5. Governance, Risk and Compliance Support Ensure site IT adheres to InfoSec policies: endpoint protection, patching, device encryption, access hygiene, network segmentation, and physical access to IT rooms. Support internal and external audits (ISO 27001 and others) with evidence for asset, change, and operations controls. Maintain SOPs, runbooks, and site IT checklists. 6. Leadership and Stakeholder Management Hire, coach, and develop service desk leads, regional IT managers, and site IT teams. Set goals and build succession. Report operational KPIs and service health to the Head of IT and business leadership. Translate technical issues into business and throughput impact. Build strong working relationships with Warehouse, Last-Mile, Supply Chain, Finance, HR, and InfoSec stakeholders. Good to Have Experience launching and scaling multiple dark stores, fulfilment centres, or PODs Exposure to automation in the warehouse (conveyors, sorters, AMRs) and IoT/edge devices Experience with asset tracking technology (barcode/RFID), and with automation of ITSM and ITAM workflows Working knowledge of data protection requirements (DPDP Act) as they apply to site devices and CCTV Key Competencies Operational discipline and a strong sense of urgency Ownership of outcomes, particularly during peak events Vendor negotiation and commercial acumen Structured problem solving and root-cause thinking Ability to lead dispersed teams and influence without direct authority Clear communication with business and senior leadership Key Performance Indicators Site IT availab