The Job logo

What

Where

IT Service Manager

ApplyJoin for More Updates

You must Sign In before continuing to the company website to apply.

Smart SummaryPowered by Roshi
As an IT Service Manager at Boston Consulting Group (BCG) in Delhi, India, you will lead and coordinate daily IT operations, oversee local IT projects, ensure high customer care, manage stakeholder relationships, and maintain IT services. You report to the Local IT Senior Manager, work in a fast-paced environment, interpret rules flexibly, and deliver regular updates. The role involves asset maintenance, risk management, user support, AV resources support, team management, budgeting, and more.

Job description 

As an IT Manager your role is to help coordinate the daily IT operations within the local office. By working closely with a team of IT Specialists and Senior IT Specialists, the IT Manager proactively oversees local IT projects, provide solutions to issues, and manages local stakeholder relationships alongside the IT Senior Manager to ensure the team is delivering a high level of customer care to all stakeholders. This includes, but is not limited to, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs in BCG offices. 

You report directly to the Local IT Senior Manager and can perform successfully in a fast-paced, high-performing, service-oriented environment. You interpret rules and guidelines flexibly to enrich the business and in keeping with BCG’s values and culture. 

Key responsibilities:

  • Leading the IT service operation in the offices within your remit
  • Supporting the BCG user community by adhering to best practices while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
  • Lead in preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements.
  • Coordination of local office asset maintenance
  • Risk management and vulnerability controls with respect to assets, accounts & access management, and network
  • Provide proactive support for onsite AV resources and ensure training is provided to the BCG user community where necessary.
  • Manage and coach all direct reports with regular check-ins to ensure performance is of a high standard, opportunities for professional growth is discussed, as well as providing timely and honest feedback when required.
  • Lead on projects in an operational capacity for both global and local initiatives
  • Coordinate the completion and resolution of all tickets through the IT service management ticketing system as well as regular checks to ensure agreed SLA’s and KPI’s are being met.
  • Assist with managing the analysis on operational KRIs to facilitate communication and improve quality and performance.
  • Manage the financial aspects of the IT services department, which includes budget management, capital expenditure (CapEx) planning, and cost control & optimization.
  • Delivering regular updates to the IT Senior Manager highlighting the team’s activity, pressure points and upcoming activities
  • Providing mentorship, guidance and feedback to junior team members and provide input on performance of team members to the IT Senior manager.
  • Maintaining effective and continuous communication with all senior stakeholders by understanding the unique needs, expectations, and concerns, and integrating feedback from stakeholders to improve project outcomes and ensure alignment with business objectives.


YOU'RE GOOD AT

Key strengths and attributes needed to succeed in the role:

  • Analytically solving problems by using strong technical, organizational, and team working skills
  • Structured and logical approach to work
  • Building and maintaining relationships with key stakeholders and vendors
  • Communicating effectively, both verbally and in written form, with management groups, business service teams, external vendors, and technical staff
  • Coordinating and prioritizing daily team workload and managing first level escalations
  • Demonstrating interpersonal skills when coordinating daily support requests assigned through various channels (email, phone, ticketing system, live walk-ins, etc.)
  • Acting as a technical expert by consistently evaluating existing systems and recommending technology for replacements and/or upgrades
  • Displaying a high level of emotional intelligence, steadfast composure, tact, patience, and the ability to handle stressful situations
  • Flexible approach to working outside of business hours to meet deadlines


YOU BRING (EXPERIENCE & QUALIFICATIONS)


Essential

  • Profound education and professional experience in managing Local IT operations
  • Experience in effectively communicating and presenting technical concepts to management, peer group and staff
  • Superior knowledge of commonly used IT concepts, practices, and procedures
  • Analytical skills and mindset to drive CSAT/ESAT scores
  • Experience independently resolving issues related to (but not limited to) Windows, MacOS, Office Suite, Browser, and Network connectivity.
  • Experience with the following areas: PC/laptop hardware, telecommunications, mobile devices, networking, and server administration
  • Video conferencing/meeting setup and troubleshooting experience – Currently BCG supports Zoom and MS Teams & Webex tools
  • ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process
  • LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar
  • SCCM or other imaging software experience
  • Experience with cloud technology
  • VoIP experience
  • Project management experience
  • Experience with office fitouts/buildouts

Desirable

  • Knowledge of tools such as Tableau, Alteryx, and MS Project
  • Experience using collaboration tools such as Slack and Trello
  • Knowledge of Agile operating models
  • Knowledge of Networks and Infrastructure



 

Set alert for similar jobsIT Service Manager role in Delhi, India
Boston Consulting Group (BCG) Logo

Company

Boston Consulting Group (BCG)

Job Posted

6 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 Years

Category

Software Engineering

Locations

Delhi, Delhi, India

Qualification

Bachelor or Master

Applicants

Be an early applicant

Related Jobs

Boston Consulting Group (BCG) Logo

Global IT Mobile Senior Developer

Boston Consulting Group (BCG)

Delhi, Delhi, India

Posted: 6 months ago

Join as a Global IT Mobile Senior Developer at Boston Consulting Group. Design & develop applications using React, React Native. Troubleshoot production tickets & stay updated on development trends. Collaborate with teams & solve complex problems.

Boston Consulting Group (BCG) Logo

Global IT Security Engineer Manager

Boston Consulting Group (BCG)

New Delhi, Delhi, India

Posted: a year ago

WHAT YOU'LL DO Working as part of a global IT team, your role will be to develop a microservices platform for BCG. You will work closely with consumers of the platform to gather and implement feedback using best practices for DevSecOp. You should also be comfortable interacting with senior stakeholders to help present and evangelize the platform. BCG is a consensus culture and a key to success in this role will be the ability to engage staff, foster collaboration and partner with others in a way that supports and enables our business.   YOU'RE GOOD AT Resolving complex issues/problems and able to independently bring in the right resources at the right time to assist when necessary Consultative approach to working especially when interacting with team members and stakeholders as you will need to possess the ability to influence direction, articulate risks and sell secure solutions/roadmaps Good at building and maintaining relationships with team members including team members located in different offices. Used to working in Agile development teams. Working with offshore development teams as you will be based in London or Boston and you will be working with teams in New Delhi. Being hands on and implementing solutions in multiple technologies such as Kubernetes, Python and Terraform.   YOU BRING (EXPERIENCE & QUALIFICATIONS) Must haves: 8 years plus experience in AWS and microservices based architecture. Hands-on, low-level AWS experience. 4 years plus experience with docker and Kubernetes. 8 years plus experience with Jenkins/CircleCI/Octopus and other CI/CD Tools. 4 Years plus experience in packer/Terraform. Good to have: AWS Certifications Application development experience. Experience with Kubernetes addons, security, monitoring, scaling etc.   YOU'LL WORK WITH As a senior member of the Squad within the cloud and platform engineering product portfolio you will report to the chapter lead for infrastructure and work closely with developers, testers and other teams across BCG to develop a micro services platform for BCG. Alongside other members of the team you will interact with business stakeholders to tailor the platform to meet their needs.

Boston Consulting Group (BCG) Logo

Team Manager

Boston Consulting Group (BCG)

New Delhi, Delhi, India

Posted: a year ago

WHAT YOU'LL DO Under the general direction of the GS Global Administration Director, this is one of the roles responsible for ensuring the smooth day-to-day administrative support function based in New Delhi. Leading a growing team of Administrators across various work patterns you’ll be ensuring the team will be consistently delivering a high level of support to stakeholders. The service will be provided locally for leaders located in New Delhi and through a remote service for leaders in other locations/hubs.   YOU'RE GOOD AT Proactive – looking ahead at what needs to be done, strong service orientation and sensitivity to responding to customer needs Relationship oriented – proactively wanting to build relationships both within BCG and externally Flexible – must be able to perform successfully in a fast-paced, constantly changing environment, able to interpret rules and guidelines with flexibly to enhance the business, in keeping with BCG’s values, and culture Self-motivated, demonstrating good judgment and willingness to take risks - able to effectively prioritize and make decisions independently, using good judgment to identify where sign-off is needed; solution driven and willing to offer suggestions for improvement; able to work with limited direction and supervision at times Able to handle difficult and confidential situations with poise, understanding and tact Accuracy oriented, particularly when under pressure and with an eye for details Organized – working with clear systems and composure to ensure everything gets done in a timely manner Innovative – thinking outside the box and always looking for new ways of working Trustworthy – exercising sound judgment in managing confidential/sensitive information Able to deal with ambiguity and change - experience working successfully within a complex reporting structures Able to build a high performing team and develop an excellent, world class customer service culture   YOU BRING (EXPERIENCE & QUALIFICATIONS) Bachelor’s degree or equivalent work experience Successful supervisory experience of more than 4 years , ideally in a highly matrixed MNC environment and global business delivery mode Experience of managing administration/service oriented teams Experienced in Performance Management, Stakeholder management and Escalation Management EA experience or intimate knowledge of the EA/AA role Impeccable English language skills both written & verbal Expert level proficiency in Microsoft Office ( MS PowerPoint , Word & Excel) Flexibility with respect to work timings to align with work hours of global stakeholders will be required   YOU'LL WORK WITH A global management structure as well as local managers to ensure delivery of a world class service oriented admin support model to demanding stakeholders across the globe.  Early in the evolutionary journey, you’ll bring innovation, character and a can-do attitude