Manager, Digital IT Services
Celonis · Greater Bengaluru Area
- On site
- Internship
- $120,000 / year
- Greater Bengaluru Area
Job highlights
- Lead IT Service team in India.
- Drive operational excellence and service delivery.
- Manage IT infrastructure, support, and processes.
- Collaborate on IT strategy and projects.
- Requires 10+ years IT management experience.
About the role
Manager, Digital IT Services
Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world’s fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what’s possible. We invest heavily in advanced AI capabilities—specifically our Process Intelligence Graph—to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet.
As the Manager of Digital IT Service, you will lead and manage our IT Service team in India. This is a critical role focused on driving operational excellence and strategic alignment across our support functions. You will be responsible for ensuring high-quality service delivery, and fostering a culture of continuous improvement and professional growth within your teams.
Key Responsibilities
Leadership & Performance Management
- Lead and mentor the IT Service team in India, providing functional and disciplinary leadership.
- Drive operational excellence by following and establishing clear performance metrics, SLAs, and reporting mechanisms to monitor team efficiency and service quality.
- Conduct regular performance reviews and one-on-one meetings to guide professional development and align team goals with departmental objectives.
- Manage team resources, including hiring, onboarding, and scaling the teams to meet business needs.
Service Delivery & Reporting
- Ensure the delivery of exceptional IT support for all internal customers, maintaining high levels of customer satisfaction.
- Manage all support processes, including incident management, and service request fulfillment, ensuring adherence to global standards and policies
- Develop and maintain comprehensive reporting on key performance indicators (KPIs), service levels (SLAs), and operational metrics.
- Present regular performance reports and strategic insights to the Head of Global IT Service, highlighting achievements, challenges, and proposed improvements.
- Oversee and optimize the shift schedule for extended-hours support operations, ensuring adequate coverage and resource allocation across all time zones.
- Establish and enforce clear shift handover processes to ensure a smooth transition of ongoing issues and a consistent level of service across shifts.
- Monitor real-time performance of shift teams, proactively addressing any operational gaps or resource constraints to maintain service continuity.
Collaboration & Strategy
- Actively partner with local, regional, and global teams to enhance service delivery and support the overall IT strategy.
- Champion the adoption of new technologies and processes to improve efficiency and the user experience.
- Lead and contribute to key Internal IT projects, ensuring successful execution and alignment with business goals.
Required Skills & Experience
- 10+ of progressive experience in IT service management or a similar managerial role, including direct people management.
- Proven experience in managing geographically distributed teams and driving performance improvement.
- Very strong expertise in IT infrastructure and support, including hardware, operating systems, networking, and cloud/SaaS platforms.
- In-depth knowledge of ITIL principles and experience using enterprise-level ticketing platforms like ServiceNow. ITIL certification is a strong plus.
- Excellent analytical and reporting skills with the ability to define, measure, and improve service levels and operational metrics.
- Exceptional communication and stakeholder management skills, with the ability to clearly articulate technical concepts and reports to both technical and non-technical audiences.
- Very strong customer oriented mindset
- Very strong independent and execution-oriented working style
- Demonstrated ability to lead by example with a sense of urgency and ownership.
- Fluent in written and spoken English.
What Celonis can offer you:
- Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations.
- Ownership from Day 1: Every full-time Celonaut is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants.
- Unrivaled Family Support: Benefit from our inclusive parental leave policy—24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment.
- Work-Life Integration: Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration.
- Continuous Growth: Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform.
- Holistic Well-being: Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated Wellness Weeks that prioritize work/life balance.
- Drive Sustainability: Participate in annual Impact Days, where you receive paid time off to volunteer for community and environmental causes with your local office, or virtually.
- Global Inclusion & Belonging: Find community through our Inclusion Think Tank and participate in our annual Inclusion Days, ensuring every voice is heard and valued.
- Value-Driven Impact: Join a mission-led organization where our core values—Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future—drive every decision.
About Us:
Celonis makes processes work — for people, companies, and the planet. Powered by process mining and AI, the Celonis Process Intelligence Platform integrates process data and business context to create a living digital twin of business operations. We enable thousands of companies worldwide to understand how their business actually runs and, together with their partners, build intelligent solutions that transform and continuously improve the way they operate — unlocking billions in value. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.
Get familiar with the Celonis Process Intelligence Platform by watching this video.
Celonis Inclusion Statement:
At Celonis, we believe our people make us who we are and that “The Best Team Wins”. We know that the best teams are made up of people who bring different perspectives to the table. And when everyone feels included, able to speak up and knows their voice is heard - that's when creativity and innovation happen.
Your Privacy:
Any information you submit to Celonis as part of your application will be processed in accordance with Celonis’ Accessibility and Candidate Notices
By submitting this application, you confirm that you agree to the storing and processing of your personal data by Celonis as described in our Privacy Notice for the Application and Hiring Process.
Please be aware of common job offer scams, impersonators and frauds. Learn more here.
Key skills/competency
- IT Service Management
- People Management
- Service Delivery
- IT Infrastructure
- ITIL
- ServiceNow
- Performance Metrics
- Stakeholder Management
- Process Improvement
- Team Leadership
Skills & topics
- Manager
- Digital IT Services
- IT Service Management
- People Management
- Service Delivery
- IT Infrastructure
- ITIL
- ServiceNow
- Performance Metrics
- Stakeholder Management
- Process Improvement
- Team Leadership
- SaaS
- Cloud
How to get hired
- Research Celonis: Understand their Process Intelligence, AI focus, and company values.
- Tailor Your Resume: Highlight 10+ years IT service management and team leadership experience. Emphasize ITIL, ServiceNow, and distributed team management.
- Craft Your Application: Clearly articulate your customer-centric approach and execution-oriented style.
- Prepare for Interviews: Be ready to discuss leading teams, driving performance metrics, and collaborating with global stakeholders.
- Showcase Urgency & Ownership: Demonstrate your ability to lead by example with a sense of urgency.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities of the Manager, Digital IT Services at Celonis in India?
- The Manager, Digital IT Services at Celonis in India will lead and mentor the IT Service team, drive operational excellence, ensure high-quality service delivery, manage IT infrastructure and support processes, and collaborate with global teams on IT strategy and projects. This includes performance management, incident management, service request fulfillment, and reporting on KPIs and SLAs.
- What experience is required for the Manager, Digital IT Services role at Celonis?
- Celonis requires at least 10 years of progressive experience in IT service management or a similar managerial role, with direct people management experience. Proven experience managing geographically distributed teams, strong expertise in IT infrastructure and support (hardware, OS, networking, cloud/SaaS), and in-depth knowledge of ITIL principles are essential. Experience with enterprise ticketing platforms like ServiceNow is also highly valued.
- What are the benefits of working at Celonis as a Manager, Digital IT Services?
- Celonis offers benefits such as working with a global leader in Process Mining and AI, stock options (RSUs), generous parental leave, unlimited PTO (region-dependent), a hybrid work model, continuous growth opportunities through learning frameworks and mentorship, holistic well-being support, and opportunities to drive sustainability and inclusion. The company operates with strong core values focused on customer value, teamwork, ownership, and environmental responsibility.
- How does Celonis approach employee growth and development for IT service managers?
- Celonis supports continuous growth through its 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform. For the Manager, Digital IT Services role, this means opportunities to elevate skills in IT service management, leadership, and strategic IT initiatives, fostering professional development and alignment with departmental objectives.
- What is the work arrangement for the Manager, Digital IT Services position at Celonis in India?
- The job description indicates a flexible hybrid work model that balances remote focus with vibrant office collaboration. While specific details for the India office are not provided, this suggests a blend of on-site and remote work, typical for hybrid arrangements.
- How important are ITIL principles and certifications for this role at Celonis?
- In-depth knowledge of ITIL principles is a required skill for the Manager, Digital IT Services at Celonis. While an ITIL certification is listed as a strong plus rather than a strict requirement, a solid understanding and application of ITIL framework for service management is expected for efficient service delivery and process adherence.
- What kind of reporting and analysis is expected from the Manager, Digital IT Services at Celonis?
- The Manager, Digital IT Services is expected to develop and maintain comprehensive reporting on key performance indicators (KPIs), service levels (SLAs), and operational metrics. They will present regular performance reports and strategic insights to the Head of Global IT Service, highlighting achievements, challenges, and proposed improvements, leveraging excellent analytical and reporting skills.