Job Description – Operations Manager
- *Position:** Operations Manager
- *Location:** Bangalore
- *Experience:** 4–5 Years
- *Industry Preference:** IT Services, Managed Print Services, IT Asset Rental, Hardware Support Services, System Integration
About the Company
- *Essencials** is a leading provider of printer rental, laptop rental, managed print services, and IT infrastructure solutions. We serve clients across India with a strong focus on service excellence, uptime management, and customer satisfaction. Our expertise lies in converting customer IT infrastructure expenses from Capex to Opex while ensuring seamless operations and support.
Position Overview
We are seeking a highly motivated and result\-oriented Operations Manager to oversee and optimize day\-to\-day business operations. The ideal candidate should have prior experience in managing IT service operations, field service teams, customer support functions, inventory management, and vendor coordination.
The candidate will be responsible for ensuring smooth service delivery, maximizing customer satisfaction, improving operational efficiency, and maintaining profitability across service contracts.
Key ResponsibilitiesService Operations Management
- Manage end\-to\-end operational activities related to printer rentals, laptop rentals, and managed print services.
- Ensure adherence to Service Level Agreements (SLAs) and customer commitments.
- Monitor service requests, breakdown calls, preventive maintenance schedules, and escalations.
- Drive initiatives to improve equipment uptime and customer experience.
Team Management
- Lead and manage service engineers, coordinators, and support staff.
- Monitor team productivity and service performance.
- Conduct regular performance reviews and training programs.
- Develop operational KPIs and ensure achievement of targets.
Inventory \& Asset Management
- Manage inventory of printers, laptops, spare parts, consumables, and accessories.
- Ensure accurate tracking of deployed assets.
- Monitor stock levels and coordinate procurement requirements.
- Minimize inventory holding costs while ensuring availability of critical spares.
Customer Relationship Management
- Act as the primary escalation point for operational issues.
- Conduct regular customer reviews and maintain strong client relationships.
- Ensure timely resolution of complaints and service concerns.
- Support account management and contract renewal activities.
Vendor \& Procurement Management
- Coordinate with OEMs, distributors, and service partners.
- Negotiate pricing and service terms with vendors.
- Ensure timely procurement and delivery of materials.
Process Improvement \& Reporting
- Develop and implement operational SOPs.
- Identify opportunities for cost reduction and process automation.
- Generate MIS reports related to service performance, asset utilization, customer satisfaction, and profitability.
- Utilize service management tools and dashboards for decision\-making.
Financial \& Commercial Oversight
- Monitor operational costs and profitability of service contracts.
- Ensure efficient utilization of manpower and resources.
- Support management in budgeting and forecasting activities.
Required Qualifications
- Bachelor's Degree in Engineering, Information Technology, Computer Science, Business Administration, or related field.
- 4–5 years of experience in Operations Management within IT Services, Managed Services, Hardware Support, IT Rentals, or Managed Print Services.
- Proven experience managing field service teams and customer\-facing operations.
- Strong understanding of SLA management and service delivery frameworks.
Required Skills
- Operations Management
- Team Leadership
- Vendor Management
- Inventory Control
- Customer Relationship Management
- MIS Reporting \& Analytics
- Process Improvement
- Microsoft Excel \& ERP Tools
- Problem Solving \& Decision Making
- Communication \& Stakeholder Management
Preferred Skills
- Experience in Printer Rental / Managed Print Services industry.
- Experience handling laptop rental or IT asset deployment projects.
- Exposure to service management software and asset tracking systems.
- Knowledge of AMC, FMS, and enterprise support contracts.
Key Performance Indicators (KPIs)
- SLA Compliance (%)
- Customer Satisfaction Score (CSAT)
- Asset Uptime (%)
- First\-Time Resolution Rate
- Service Response Time
- Inventory Accuracy
- Operational Cost Optimization
- Team Productivity Metrics
- Contract Profitability
Compensation
- Competitive salary based on experience and industry standards.
- Performance\-based incentives linked to operational efficiency and customer satisfaction.
Pay: ₹40,000\.00 \- ₹60,000\.00 per month
Benefits
- Cell phone reimbursement
- Health insurance
- Paid sick time
Ability to commute/relocate
- HSR Layout, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)
Willingness to travel
Work Location: In person