Technology Operations Manager

Job Description:

This role is responsible for the day‑to‑day execution and stability of IT operational service delivery across the Cluster. The focus is on ensuring reliable, high‑quality end‑user technology services, efficient operational processes, and consistent service performance across offices and markets.
 

The role acts as a primary operational interface between business users, technical teams, and service providers, ensuring technology services are delivered smoothly, issues are resolved efficiently, and service levels are met. This includes hands‑on coordination of support activities, operational governance, metric tracking, and continuous service improvement.
 

The position plays a key role in governing service delivery provided by Birlasoft and other vendors, ensuring adherence to SLAs, customer satisfaction targets, operational controls, and change protocols, while supporting regional technology initiatives from an operational execution perspective.
 

• Own day‑to‑day IT service operations within the Cluster, ensuring consistent, reliable end‑user support
• Monitor and track IT service performance, incidents, requests, and recurring issues
• Coordinate with internal technical teams and external providers to ensure timely issue resolution
• Maintain operational focus on service availability, stability, and user experience
   

• Act as the operational point of contact for business technology demands and requests
• Coordinate local execution of global and regional technology initiatives, changes, and standards
• Support rollout activities including user readiness, training coordination, and communications
• Ensure local operational requirements are captured and aligned with global technology direction
   

• Plan, coordinate, and deliver hands‑on technology support for in‑house business engagements, including:
  • Business meetings
  • Townhalls
  • Client pitches
  • Workshops and internal events
• Ensure end‑to‑end technology readiness, including setup, testing, troubleshooting, and on‑site/remote support
• Actively resolve issues during high‑visibility events to ensure minimal disruption
   

• Coordinate daily operational activities with vendors and third‑party service providers
• Track vendor performance against agreed SLAs and quality expectations
• Support local procurement activities, RFPs, and supplier onboarding
• Execute vendor compliance checks and audits in line with market and corporate requirements
• Work with local suppliers for device and hardware provisioning where Dell LCH is not available
   

• Monitor service metrics, trends, and recurring operational issues
• Collect and analyze business feedback, complaints, and service data
• Identify and drive incremental operational improvements to improve service quality and efficiency
• Support ITIL‑aligned processes including incident, request, change, and problem management
   

• Support implementation and operation of security controls and local security initiatives
• Coordinate with Facilities (where applicable) on physical security elements such as access control and CCTV
• Support internal and external audits and certifications (e.g. ISO27001, JSOX)
• Maintain and regularly update local IT processes, service documentation, and operational guidelines
   

• Support physical IT infrastructure across offices and markets within the Cluster
• Coordinate technology activities for office moves, renovations, M&A, and affiliate onboarding (technology scope only)
• Manage local file server governance, including:
  • Folder structure and archiving
  • Access control reviews
  • Alignment with business and local policy requirements
     

• Support and execute Disaster Recovery and Business Continuity activities as part of the Local IT Team
• Participate in DR/BCP testing, documentation, and operational readiness activities
   

• Lead operational delivery and coordination for Technology Operations initiatives, including:
  • Office relocations and technology deployments
  • Operational enablement of AI and automation initiatives
  • Support of business platform projects from a TechOps execution perspective
• Track milestones, dependencies, risks, and operational readiness

Diversity and Inclusion 
At dentsu we believe in the power of diversity. We welcome all applications regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, color, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. 

Contact: 

We look forward to receiving your application for any questions, please contact the TA in charge of this role: David Ryall, Senior Talent Acquisition Partner, EMEA, NE by email at: [email protected]  EMEA, NE. #LI-DENTSU #LI-Onsite #LI-DR2

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