The Manager of Technology Operations leads the global team responsible for end-user technology services, user lifecycle execution, endpoint and mobile management, ITSM operations, enterprise application support, hardware and software lifecycle, telecom, and operational service improvement. The leader establishes standards and accountability while maintaining a hands-on operating model. This role is expected to step into escalations, remove barriers, improve processes, develop the team, manage vendors and costs, and deliver reliable, measurable support across company locations and time zones.

Essential Duties and Responsibilities
• Service Delivery and Operational Leadership
• Own the performance, reliability, and continual improvement of Technology Operations services across distributed company locations and support hours.
• Establish queue management, prioritization, escalation, service-level, communication, documentation, and handoff standards for L1, L2, and senior support resources.
• Lead response to high-impact incidents and executive escalations; ensure restoration, communication, root-cause analysis, corrective actions, and lessons learned are completed.
• Review service health, ticket demand, backlog, recurring work, operational risks, and customer experience indicators; convert findings into clear improvement plans.
• Maintain direct involvement in technical and operational work as needed in a lean, hands-on organization.
• People Leadership and Workforce Development
• Lead, coach, and develop Technology Operations staff; set clear responsibilities, goals, coverage expectations, and performance standards.
• Build a tiered support model that assigns work to the appropriate level, reduces unnecessary escalations, and strengthens follow-the-sun capability.
• Manage day-to-day work assignment, prioritization, and output quality for Pune GCC Technology Operations resources to ensure clear ownership, follow-through, knowledge transfer, and alignment with global service standards.
• Conduct regular one-on-ones, team reviews, technical coaching, knowledge transfer, and succession planning.
• Plan staffing, scheduling, on-call coverage, skills development, and use of partners or managed services based on measured workload and business risk.
• Governance, Process, and Service Management
• Own or govern incident, request, change, problem, knowledge, asset, access, onboarding, offboarding, and service improvement processes within Technology Operations.
• Ensure controls for approvals, least privilege, audit evidence, segregation of duties, and secure user lifecycle execution are embedded in daily operations.
• Create and maintain policies, SOPs, runbooks, role ownership, service catalogs, standards, and reporting needed for consistent global delivery.
• Champion automation, self-service, standardization, and elimination of recurring manual work while maintaining security and operational controls.
• Technology Portfolio and Lifecycle Management
• Provide leadership for endpoint, mobile, Microsoft 365, collaboration, printing, telecom, access governance, ITSM, asset management, and assigned enterprise application services.
• Own hardware and software standards, role personas, refresh planning, inventory accuracy, license optimization, procurement workflows, and retirement practices.
• Coordinate day-to-day cross-functional work with Global Platform Engineering, Cybersecurity, Enterprise Applications, and Development; escalate or route matters involving HR, Finance, Legal, Procurement, or business leadership through the VP unless limited to routine Technology Operations activity.
• Ensure operational readiness, support ownership, documentation, training, and transition-to-operations are completed for new or changed technology.
• Financial, Vendor, and Executive Management
• Manage Technology Operations spending within budgets and forecasts established by the VP; support budget inputs, renewal planning, telecommunications cost review, licensing needs, purchasing requests, and savings initiatives.
• Manage day-to-day vendor performance, service quality, operational escalations, and relationship follow-up; provide input on renewals or service concerns, while contract authority and commercial negotiations remain with the VP and appropriate business functions.
• Prepare concise internal reporting for the VP on service performance, incidents, capacity, staffing, project status, risk, costs, and decisions requiring escalation.
• Evaluate proposed platforms and services using business needs, supportability, security, total cost, and measurable operational value.

Required Skills & Qualifications
• Communication: Communicates clearly, succinctly, and professionally with technical and non-technical audiences.
• Service Ownership: Service Takes accountability for outcomes, follows through, and keeps stakeholders informed until work is complete.
• Critical Thinking: Critical Uses evidence, structured troubleshooting, and sound judgment to identify root causes and select effective solutions.
• Teamwork: Works productively across teams, shares knowledge, accepts feedback, and raises issues that limit service effectiveness.
• Prioritization: Balances incidents, requests, recurring operations, and project commitments against business impact and agreed service levels.
• Continuous Improvement: Continuous Looks for repeatable work that can be documented, standardized, automated, or shifted to the appropriate support level.
• Technical Skills:
• Broad working knowledge of Microsoft 365, Entra ID, Exchange Online, Teams, SharePoint Online, Intune, endpoint and mobile management, ITSM, identity/access, asset management, and enterprise support operations.
• Demonstrated leadership of incident, problem, change, service request, knowledge, and continual improvement practices.
• Ability to use operational and financial data to make staffing, automation, licensing, vendor, and service decisions.
• Working knowledge of security, compliance, privileged access, auditability, and least privileged requirements.
• Sufficient technical depth to challenge assumptions, guide escalations, review/approve automation, and remain hands-on when necessary.

Education Requirements
Min/Preferred Education Level Description
Minimum 4 Year / Bachelors Degree • Bachelor’s degree in information technology, Computer Science, Business, or related field, or equivalent experience.
Preferred 4 Year / Bachelors Degree • ITIL, Microsoft, security, project management, or service management certifications.

Years Of Experience
Minimum Years of Experience Maximum Years of Experience Comments
5 • 10+ years of progressive IT operations, service delivery, end-user technology, or infrastructure support experience.
• 5+ years of formal people leadership or equivalent responsibility leading teams, services, vendor operations, and budget adherence.
• Experience supporting distributed or global operations and leading cross-functional technology initiatives.

Working Conditions
Physical Demands
• Office-based and remote technology support environment. Regularly required to sit, stand, and move about office or facility locations. May require occasional travel and work outside normal business hours for incidents, maintenance, projects, or location support.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.