Manager, Digital IT Services

Celonis SE

Job Overview

Location

Bangalore, India

Job Type

Full-time

Full Job Description

📋 Description

• As the Manager of Digital IT Service in Bangalore, India, you will be instrumental in leading and managing our IT Service team, driving operational excellence, and ensuring strategic alignment across our critical support functions.
• This pivotal role demands a leader who can foster a culture of continuous improvement, professional growth, and unwavering commitment to high-quality service delivery for our internal customers.
• You will provide direct functional and disciplinary leadership to the IT Service team in India, nurturing talent and guiding them towards achieving peak performance.
• A core responsibility will be to drive operational excellence by establishing and adhering to clear performance metrics, Service Level Agreements (SLAs), and robust reporting mechanisms. This ensures we can effectively monitor team efficiency and the overall quality of services provided.
• You will conduct regular performance reviews and one-on-one meetings, acting as a mentor to guide the professional development of your team members and ensuring their individual goals are aligned with broader departmental and company objectives.
• Strategic resource management is key; you will be responsible for managing the team lifecycle, including identifying hiring needs, onboarding new talent effectively, and scaling the team to meet the evolving demands of the business.
• Your commitment to delivering exceptional IT support will be paramount, ensuring all internal customers receive timely and effective assistance, thereby maintaining high levels of satisfaction.
• You will oversee and manage all core support processes, including incident management to swiftly resolve issues and service request fulfillment to meet user needs, ensuring strict adherence to global standards and company policies.
• A critical aspect of this role involves developing and maintaining comprehensive reporting on key performance indicators (KPIs), service levels (SLAs), and other vital operational metrics, providing clear visibility into team performance.
• You will be expected to present regular performance reports and strategic insights to the Head of Global IT Service, clearly articulating achievements, identifying challenges, and proposing actionable improvements.
• To ensure seamless support across all operational hours, you will oversee and optimize the shift schedule for extended-hours support operations, guaranteeing adequate coverage and efficient resource allocation across all relevant time zones.
• Establishing and enforcing clear, standardized shift handover processes is essential to ensure a smooth transition of ongoing issues and maintain a consistent, high level of service delivery across all shifts.
• You will actively monitor the real-time performance of shift teams, proactively identifying and addressing any operational gaps or resource constraints to maintain uninterrupted service continuity.
• Collaboration is key; you will actively partner with local, regional, and global IT teams to enhance service delivery capabilities and contribute to the overarching global IT strategy.
• You will champion the adoption of new technologies and innovative processes designed to improve efficiency, streamline workflows, and elevate the overall user experience for our internal stakeholders.
• Leading and contributing to key Internal IT projects will be a significant part of your role, ensuring their successful execution and alignment with strategic business goals.
• This role requires a deep understanding of IT infrastructure and support, encompassing hardware, operating systems, networking, and cloud/SaaS platforms, to effectively guide the team and troubleshoot complex issues.
• You will leverage your in-depth knowledge of ITIL principles and experience with enterprise-level ticketing platforms like ServiceNow to optimize our service management practices.
• Your exceptional analytical and reporting skills will be crucial for defining, measuring, and continuously improving service levels and operational metrics.
• You must possess exceptional communication and stakeholder management skills, with the ability to articulate complex technical concepts and performance reports clearly to both technical and non-technical audiences.
• A strong, customer-oriented mindset is essential, ensuring that all IT service delivery efforts are focused on meeting and exceeding user expectations.
• You will demonstrate a very strong independent and execution-oriented working style, taking ownership and driving tasks to completion with a sense of urgency.
• Leading by example, you will embody a proactive approach, a strong sense of ownership, and a commitment to achieving results.
• Fluency in both written and spoken English is required for effective communication within our global organization.
• This role offers the opportunity to work with leading, award-winning process mining technology, shaping the future of business operations and driving significant value for our customers.
• You will benefit from clear career paths, opportunities for internal mobility, a dedicated learning program, and valuable mentorship to accelerate your professional growth.
• Celonis offers exceptional benefits, including generous PTO, hybrid working options, company equity (RSUs), comprehensive health benefits, extensive parental leave, and dedicated volunteer days, contributing to your overall well-being.
• You will have access to resources that prioritize your well-being, such as gym subsidies, counseling services, and various well-being programs.
• You will have the opportunity to connect and belong through dedicated inclusion and belonging programs, fostering a supportive and diverse work environment.
• You will be part of a company driven by strong values – Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future – making a meaningful impact in everything we do.
• Join a dynamic, international team of talented individuals and collaborate globally to achieve shared objectives.
• Contribute your ideas in an open culture that empowers autonomous teams and encourages innovation.
• This role is based in Bangalore, India, and is crucial to the continued success and growth of Celonis' global IT operations.

🎯 Requirements

• 10+ years of progressive experience in IT service management or a similar managerial role, including direct people management.
• Proven experience in managing geographically distributed teams and driving performance improvement.
• Very strong expertise in IT infrastructure and support, including hardware, operating systems, networking, and cloud/SaaS platforms.
• In-depth knowledge of ITIL principles and experience using enterprise-level ticketing platforms like ServiceNow (ITIL certification is a strong plus).
• Excellent analytical and reporting skills with the ability to define, measure, and improve service levels and operational metrics.
• Exceptional communication and stakeholder management skills, with the ability to clearly articulate technical concepts and reports to both technical and non-technical audiences.

🏖️ Benefits

• Pioneer Innovation: Work with leading, award-winning process mining technology.
• Accelerate Your Growth: Benefit from clear career paths, internal mobility, a dedicated learning program, and mentorship opportunities.
• Receive Exceptional Benefits: Including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, and dedicated volunteer days.
• Prioritize Your Well-being: Access to resources such as gym subsidies, counseling, and well-being programs.
• Connect and Belong: Find community and support through dedicated inclusion and belonging programs.
• Make Meaningful Impact: Be part of a company driven by strong values that guide everything we do.
• Collaborate Globally: Join a dynamic, international team of talented individuals.
• Empowered Environment: Contribute your ideas in an open culture with autonomous teams.

Skills & Technologies

Hybrid

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Celonis SE

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About Celonis SE

Celonis SE offers a process mining platform that extracts data from enterprise systems such as SAP, Oracle, and Salesforce to visualize, analyze, and optimize business processes in real time. Its Execution Management System applies machine learning and automation to reveal inefficiencies, reduce costs, and improve compliance across finance, supply chain, customer service, and IT operations. Founded in 2011 and headquartered in Munich, Germany, the company serves Fortune 500 organizations worldwide through cloud and on-premise deployments.

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