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OneTrust is seeking a Manager, IT Operations to build and lead the company's India-based IT delivery capability in Bengaluru. Reporting to the Senior Manager, Global IT Operations, this role is accountable for translating global IT Operations strategy, service standards, and platform roadmaps into reliable, measurable, and scalable delivery from India.
The Manager 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.
Key responsibilities include:
- Building and scaling the India IT delivery team through hiring, talent development, career pathing, and fostering a strong one-team culture with global peers
- Leading global delivery execution from India by establishing delivery cadence, capacity plans, priorities, service measures, operating reviews, and escalation practices
- Translating global IT Operations standards and roadmaps into clear local plans, ownership, procedures, staffing models, and measurable delivery commitments
- Leading India delivery capability supporting Microsoft Intune/Endpoint Manager and related endpoint technologies, including device enrollment, configuration profiles, application deployment, patching, compliance, reporting, and troubleshooting for Windows and macOS
- Partnering with US-based Endpoint Engineering, Infrastructure, Security, and Support leaders to operationalize endpoint platform roadmaps
- Ensuring reliable Jira and Jira Service Management administration delivery, including workflows, permissions, service catalogs, automations, reporting, integrations, and governance
- Standardizing and enforcing intake, triage, incident, request, change, problem, and escalation processes
- Using operational metrics to improve backlog health, customer experience, endpoint compliance, delivery quality, service reliability, and capacity utilization
- Building reusable runbooks, knowledge articles, self-service experiences, and workflow/endpoint automation
- Implementing AI-enabled knowledge, self-service, and automation capabilities within the India delivery scope
- Managing relationships with internal stakeholders and key service partners, communicating with US and global leaders, surfacing risks early
- Coaching, mentoring, and performance-managing team members while creating a culture of accountability, learning, collaboration, and continuous improvement
OneTrust is embracing an office-first culture, encouraging three days a week in office for most roles, with flexibility depending on the scope of the position.
REQUIREMENTS:
- Bachelor's degree in Information Technology, Computer Science, Engineering, or 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 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 verbal communication, stakeholder management, and collaboration skills, with 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
