Head Of IT Operations

Overview

Would you like to help enrich the lives of learners around the world?

RM India (RM Education Solutions India Private Limited) is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).

Visit us here to find out more: www.rmindia.co.in

Responsibilities

The Head of IT Operations (Offshore) is responsible for leading and scaling offshore Corporate IT operations to ensure reliable, secure, and cost effective technology services across the organisation. Working with the wider IT Senior Leadership team, the role provides infrastructure support, service delivery, IT support and operational excellence.

You will be accountable for IT service delivery to the entire internal RM organisation, including offices in Australia, Dubai and Singapore.

Your initial focus will be on improving and streamlining existing support processes and architecting a sustainable service organisation as the company navigates a systems transformation programme.

Corporate IT Operations & Service Delivery

• Own end to end IT operations for offshore teams, including infrastructure, application support, service desk and operational tooling
• Ensure high availability, performance and reliability of systems in line with SLAs and business requirement
• Establish and maintain core processes for service desk, incident, problem, change and release management
• Drive continuous improvement in service quality, efficiency, and automation
• Ensure compliance with security, risk and regulatory standards in collaboration with InfoSec and Compliance teams
• Ensure business as usual IT system updates, patching and migrations are scheduled and proactively managed by the IT operations team
  
  

Leadership & Talent Management

• Design, lead and retain a high-performing IT Operations team which has the ability to scale to business needs
• Set clear goals, KPIs, and accountability frameworks
• Develop succession plans, training programs and career paths for team members
• Work closely with the UK-based Head of Architecture and Head of Transformation to ensure India-based development and test teams (functionally managed by UK based team) are working optimally
• Foster a culture of ownership, collaboration and operational excellence
  
  

Stakeholder & Vendor Management

• Act as the primary offshore IT Operations liaison to onshore leadership and business divisions
• Manage relationships with external vendors, MSPs and technology partners
• Ensure cost controls, contract compliance and vendor performance optimisation
  
  

Strategy & Transformation

• Contribute to IT operations strategy aligned with overall business objectives
• Support digital transformation, cloud migration and modernisation initiatives
• Identify opportunities to optimise operating models through automation, tooling and process redesign
  
  

Whats in it for you?

At RM My Work Blend @RM provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at alternative locations, and with flexibility of hours, as appropriate to the role. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.

As well as a competitive salary our core benefits package includes Group Health Insurance, Group Personal Accident, Group Term Life Insurance, Doctor consultation reimbursement, annually, Medical reimbursement, monthly/Qtry/Annual Rewards & Recognition program, Annual Salary Review & Bonus payouts, Children’s Education Assistance Subsidy, Summer Vacation Scheme, Staff Children Engagement Programme, Knowledge Acquisition Subsidy, Transportation Subsidy, Birthday & Marriage gifts and Subsidized Technopark Club Membership. RM India also has a comprehensive Rewards & recognition program to recognize and reward employees. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com

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