# Senior Service Ops Manager II **Company**: SWIGGY **Location**: Bengaluru, KA **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Technology **Apply**: https://jobs.smartrecruiters.com/SWIGGY/6000000001545100-senior-service-ops-manager-ii?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_657afa87-a39 ## Description ### Job Summary The Senior Service Ops Manager II role at SWIGGY involves owning IT service delivery end-to-end across fulfilment centres/warehouses and Points of Delivery (PODs). You will be responsible for ensuring high uptime of technology used for order processing and managing the full lifecycle of IT assets at these locations. ### Key Responsibilities #### IT Service Operations - Own IT service desk and field support across warehouses and PODs with defined SLAs for incidents, requests, and changes. - Implement ITSM processes using a standard ITSM tool and drive root-cause analysis for repeat failures. - Develop a 24x7 or shift-based support model aligned to warehouse operating hours and peak-season demand. - Ensure business continuity and DR readiness for site IT, including peak-event planning. #### Warehouse and POD Technology Operations - Ensure availability and performance of site technology including LAN/Wi-Fi, ISP links, SD-WAN, RF scanners, handheld terminals, label/thermal printers, weighing and sorting systems interfaces, billing/POS, CCTV, biometric/attendance, and access control. - Support go-lives, expansions, and closures of warehouses and PODs including site surveys, IT bill of materials, rack and cabling standards, vendor mobilisation, and handover. - Coordinate with Warehouse Operations, Supply Chain, and WMS/OMS/TMS application teams to resolve technology issues affecting inbound, putaway, picking, packing, and dispatch. - Define site-level monitoring and proactive alerting for network and device health. #### IT Asset Management (ITAM) - Manage the end-to-end asset lifecycle including procurement coordination, tagging, deployment, tracking, refresh, repair, retirement, and secure disposal. - Maintain an accurate CMDB/asset register for laptops, desktops, mobile and handheld devices, printers, network and surveillance equipment, and peripherals. - Run periodic physical audits and reconciliations to drive asset loss, damage, and shrinkage down. - Manage spares pools, buffer stock, and repair/replacement turnaround at site and regional hubs. - Support software and licence compliance along with Finance and Procurement. #### Vendor, SLA and Commercial Management - Manage MSPs, ISPs, field-service and hardware OEM/AMC vendors with SLA scorecards, penalties, and quarterly business reviews. - Contribute to the IT operations budget, track spend against plan, and drive cost optimisation and vendor consolidation. - Lead sourcing evaluations, negotiations, and contract renewals. #### Governance, Risk and Compliance Support - Ensure site IT adheres to InfoSec policies including endpoint protection, patching, device encryption, access hygiene, network segmentation, and physical access to IT rooms. - Support internal and external audits with evidence for asset, change, and operations controls. - Maintain SOPs, runbooks, and site IT checklists. #### Leadership and Stakeholder Management - Hire, coach, and develop service desk leads, regional IT managers, and site IT teams. - Report operational KPIs and service health to the Head of IT and business leadership. - Build strong working relationships with Warehouse, Last-Mile, Supply Chain, Finance, HR, and InfoSec stakeholders. ### Good to Have - Experience launching and scaling multiple dark stores, fulfilment centres, or PODs. - Exposure to automation in the warehouse and IoT/edge devices. - Experience with asset tracking technology and automation of ITSM and ITAM workflows. - Working knowledge of data protection requirements. ### Key Competencies - Operational discipline and a strong sense of urgency. - Ownership of outcomes, particularly during peak events. - Vendor negotiation and commercial acumen. - Structured problem solving and root-cause thinking. - Ability to lead dispersed teams and influence without direct authority. - Clear communication with business and senior leadership. ### Key Performance Indicators - Site IT availability/uptime and incident MTTR. - SLA adherence for incidents and requests, and CSAT. - Repeat incident rate and problem closure rate. - Asset register accuracy, audit variance, and loss/damage rate. - Time and quality of new warehouse/POD IT launches. - Opex and Capex adherence, and vendor SLA compliance. - Audit observations closed on time. ### Success Measures (First 12 Months) - Standardised site IT model and launch checklist deployed across all warehouses and PODs. - Reliable, reconciled asset register with defined lifecycle and refresh policy. - Measurable reduction in site downtime and repeat incidents during peak periods. - Vendor scorecards and SLA reviews running on a regular cadence. - A stable, trained support team with documented runbooks and escalation paths. ### Qualifications - Experience: 12-16 years in IT Service operations, with at least 4-5 years leading multi-location teams. - Education: Diploma/B.E./B.Tech/MCA or equivalent. - Certifications: ITIL v4 (preferred). - Technical and functional depth in end-user computing, network fundamentals, ITSM and ITAM tooling, vendor and contract management, and basic understanding of WMS/OMS workflows and warehouse hardware. - Leadership: Proven record of running high-availability operations, managing outsourced partners, and delivering during peak-load periods. ## Skills ### Required - IT Service Management - IT Asset Management - Network Fundamentals - Endpoint Protection - Change Management - Problem Management - Incident Management - Request Fulfillment - Vendor Management - Contract Management - Budgeting and Cost Optimisation - Leadership and Team Management - Communication and Stakeholder Management - Data Protection and Compliance - Warehouse Management Systems - Order Management Systems - Transportation Management Systems - Information Security Policies ### Nice to have - Automation in Warehousing - IoT/Edge Devices - Asset Tracking Technology - Data Protection Requirements - Experience with Dark Stores, Fulfilment Centres, or PODs --- Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/SWIGGY/6000000001545100-senior-service-ops-manager-ii?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)