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About TMF Group

TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and business-critical financial and administrative services that enable our clients to operate their corporate structures, finance vehicles and investment funds in different geographical locations.

TMF India is a Great Place to Work, ISO & ISAE certified organization.

About the Role

The   Operations Manager of Global Technology Operations Centre in the GTS Team holds a pivotal position, ensuring seamless, functioning of Technology Operations Centre and support for users and business teams. This role is indispensable in taking complete ownership of the shift assigned to ensure that all services provided by the Technology Operations Centre are at optimal levels without interruptions or delays, meeting established Service Level Agreements (SLAs) consistently.

This position is crucial for several reasons:

The Technology Operations Manager reporting to the Technology Operations Director. He/she will be responsible for working with various technical teams in GTS to deliver work class IT services to the business.   The Operations Manager plays a key role in driving the technical team in meetings the agreed SLAs & meeting other KPI agreed with the GTS management.

This role needs someone with a blend of technical expertise with strong people management, ability to communication with various levels of management.

The role Involves:

Technical Leadership:

• Responsible for providing Technical Leadership.
• Timely troubleshooting and strong corelation of issues, Incidents
• Ability to understand complex business problems and identified failure points.
• Conduct Daily Huddles to foster knowledge transfer and collaboration.
• Strong Problem-solving ability.
• Strong understand of TMF landscape.

People Management:

• Excellent Queue and workload management
• Provide direction and timely feedback to the colleagues,
• Manage time-off and last-minute absenteeism.
• Train & coach new employees.
• Resolve conflicts and foster positive work environment.

Stakeholder Management & Communication:

• Build strong relationship beyond regular day to day work.
• Ability to explain complex business issues to non-IT users/leaders.
• Ability to put together & communicate a plan to mitigate incident /issue resolution.
• Strong Negotiation capabilities

Security First & Compliance mindset:

• Infuse security & compliance mindset in IT Teams and IT processes.
• Have a strong partnership with Information security Teams, with transparency in communication between the teams.
• Stringent & timely review of Privilege Access
• Zero tolerance to any violation of Cyber security principles.

Foster Automation & Continuous Improvement:

• Embrace Artificial Intelligence in ITOps
• Meet productivity and efficiency target set by GTS Management using AIOps.
• Ability to leverage of IT Tools, processes, effectively.  Identify opportunities to consolidate Tools.
• Cost consciousness and implement FinOps best practices.
• Challenge Status-quo and ability to think out of box.

Key Requirements:

Leadership and Team Supervision:

• Outcome: Provide effective leadership to the Global Technology Operations Centre team.
• Accountability: Directly responsible for overseeing and supervising Technology Operations Centre staff.
• How and When: Regularly engage with team members, provide guidance, set goals, and ensure their work aligns with organizational objectives.
• Interactions: Collaborate with HR for team development, mentorship, and performance evaluations.

Delivery of IT Services:

• Outcome: Ensure seamless delivery of IT services and processes in Technology Centre.
• Accountability: Own the delivery standards and oversee service level agreements.
• How and When: Monitor service performance, analyze metrics, and make necessary adjustments to enhance efficiency.
• Interactions: Coordinate with other  to align service delivery with business needs.

Stakeholder Management:

• Outcome: Maintain strong partnerships with Business & IT Security partners for optimal service delivery.
• Accountability:  Prioritize workload, Queue Management and technology while ensuring user agility and effective support.
• How and When: Regularly communicate with partners, negotiate terms, and address any concerns or issues.
• Interactions: Liaise with external vendors and internal stakeholders to maintain collaborative relationships.

Risk / Security Management and Service Continuity:

• Outcome: Minimize service failure risks and their impact on business operations.
• Accountability: Identify risks to IT services and establish appropriate contingencies.
• How and When: Conduct regular risk assessments, implement preventive measures, and oversee daily health checks.
• Interactions: Collaborate with risk management teams and IT security to ensure comprehensive coverage.

Process Improvement:

• Outcome: Improve service delivery processes in line with ITIL standards.
• Accountability: Identify and address process gaps while ensuring cost-effectiveness.
• How and When: Regularly assess processes, implement improvements, and manage budget allocations.
• Interactions: Work closely Technology Operations Centre Director to improve overall IT services.
• Interactions: Process excellence team, Regional Head of IT Operations, Engineering team to improve overall services.

Key knowledge and experience

• The role holder will have significant influence on decisions related to team direction, service improvements, risk mitigation strategies,  and effectiveness of IT operations within the organization.
• Multinational Operations Experience: Ability to navigate and understand the complexities of multi-country operations, considering diverse cultural nuances, regulatory frameworks, and business practices.
• Language Proficiency: Fluency in English is essential for effective communication,
• Customer-Centric Approach: Strong focus on internal customer satisfaction, understanding their needs, and aligning IT services to support and enhance their operations.
• Stakeholder communication Skills: Proficiency in clear and concise communication, both written and verbal, enabling effective collaboration with team members, stakeholders, and C-Level executives.  Strong negotiation capabilities.
• High Energy and Proactiveness: Ability to maintain a high level of energy to drive initiatives forward, proactively identifying and addressing potential issues before they impact operations.
• Sense of Humor and Professionalism: Balancing professionalism with a robust sense of humor can contribute to a positive work environment and effective team dynamics.
• ITIL Knowledge: Understanding of ITIL (Information Technology Infrastructure Library) principles is desirable, showcasing familiarity with best practices in IT service management.
• Proactive Team Player: Demonstrated ability to take initiative within a team context, driving collaborative efforts and encouraging a proactive approach to problem-solving.
• Execution-Oriented Mindset: A 'must-do' approach coupled with an eye for detail, ensuring tasks are completed efficiently and accurately within established timelines.
• Attention to Detail: The ability to meticulously oversee operations, ensuring precision in processes, adherence to standards, and accuracy in deliverables.
• Delegation and Work Management: Skill in delegating tasks effectively, managing work processes, and analyzing information to make informed decisions that drive operational excellence.
• Graduation and 10+ years of industry experience.
• This role demands a unique blend of technical expertise, interpersonal skills, and cultural adaptability to effectively manage a diverse team, cater to varying business needs across different regions, and ensure that IT operations align with and support the broader organizational objectives.

What's in it for you?

Pathways for career development

• Work with colleagues and clients around the world on interesting and challenging work.
• We provide internal career opportunities, so you can take your career further within TMF.
• Continuous development is supported through global learning opportunities from the TMF Business Academy. 

Making an impact

• You’ll be helping us to make the world a simpler place to do business for our clients.
• Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work. 

A supportive environment

• Strong feedback culture to help build an engaging workplace.
• Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
• At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

 Other Benefits

• Anniversary & Birthday Leave policy
• Be part of One TMF
• Paternity & Adoption leaves
• Salary advance policy
• Work flexibility – Hybrid work model
• Talk about growth opportunities (we invest in talent)
• Well-being initiatives