Manager, IT Operations

The Role

OneTrust is seeking a strong people leader and technology operations manager to build and lead our India-based IT delivery capability in Bangalore. Reporting to the Senior Manager, Global IT Operations, this role is accountable for translating the global IT Operations strategy, service standards, and platform roadmaps into reliable, measurable, and scalable delivery from India.

The Manager, IT Operations will own the India delivery operating model, team development, capacity planning, delivery cadence, service quality, and escalation management across endpoint operations, Jira and Jira Service Management administration, and designated Business Systems capabilities. This leader will work closely with US-based and global functional leaders to create a connected one-team operating model across time zones.

What You'll Do

Core Responsibilities

• Build and scale the India IT delivery team by defining the local operating model, hiring and developing talent, establishing career paths and skills development, and creating a strong one-team culture with global peers.
• Lead global delivery execution from India by establishing delivery cadence, capacity plans, priorities, service measures, operating reviews, and escalation practices that support global IT and business systems outcomes.
• Translate global IT Operations standards and roadmaps into clear local plans, ownership, procedures, staffing models, and measurable delivery commitments.
• Lead the India delivery capability supporting Microsoft Intune / Endpoint Manager and related endpoint technologies, including device enrollment, configuration profiles, application deployment, patching, compliance, reporting, and operational troubleshooting for Windows and macOS.
• Partner with US-based Endpoint Engineering, Infrastructure, Security, and Support leaders to turn endpoint platform roadmaps into dependable operational support, automation, documentation, and continuous improvement.
• Ensure reliable Jira and Jira Service Management administration delivery, including workflows, permissions, service catalogs, automations, reporting, integrations, platform support, and governance aligned to global standards.
• Standardize and enforce intake, triage, incident, request, change, problem, and escalation processes within the India delivery scope, ensuring service commitments are understood and consistently met.
• Use operational metrics to improve backlog health, customer experience, endpoint compliance, delivery quality, service reliability, and capacity utilization; provide clear reporting and early risk escalation to global leaders.
• Build reusable runbooks, knowledge articles, self-service experiences, and workflow or endpoint automation that reduce manual work and create a consistent global employee experience.
• Implement approved AI-enabled knowledge, self-service, and automation capabilities within the India delivery scope, and identify additional opportunities for the Senior Manager, Global IT Operations roadmap.
• Manage relationships with internal stakeholders and key service partners, communicate clearly with US and global leaders, surface risks early, and contribute to cost-effective technology and vendor decisions.
• Coach, mentor, and performance-manage team members while creating a culture of accountability, learning, collaboration, customer focus, and continuous improvement.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience.
• 10+ years of professional experience in IT, technology operations, endpoint engineering, service delivery, or business systems, including 5+ years leading teams in a global or distributed environment.
• Demonstrated experience building or scaling an India-based delivery organization, including hiring, coaching, performance management, and technical talent development.
• Hands-on leadership experience with Microsoft 365, Intune, Entra ID, Windows 10 and 11, macOS management, application deployment, device compliance, endpoint security, and service management operations. Intune or Configuration Manager experience is valuable.
• Strong Jira and Jira Service Management experience, including workflows, SLAs, automations, permissions, reporting, service catalogs, integrations, and platform governance.
• Experience leading in a matrix, managing team members who are aligned to functional leaders in another geography while maintaining local people accountability, delivery quality, and escalation ownership.
• Strong problem-solving, root-cause analysis, capacity planning, service improvement, and executive-ready reporting skills.
• Security-minded approach with experience partnering on endpoint security, EDR or XDR, phishing or malware response, secure access, audit readiness, and compliance controls.
• Excellent written and communication, stakeholder management, and collaboration skills, with the ability to work effectively across time zones and technical disciplines.

Preferred Qualifications

• Relevant certifications such as Microsoft Endpoint Administrator, ITIL, Atlassian, Agile, or program management credentials.
• Experience with PowerShell, endpoint or workflow automation, IT asset management, remote support tools, and AI-enabled knowledge or self-service capabilities.
• Experience supporting teams and stakeholders across North America, India, Latin America, APAC, or ANZ.
• Experience operating in a SaaS, cybersecurity, or high-growth technology company.
• Experience contributing to global operating-model transformation, service modernization, or automation programs.