Services Process and Operations Manager

Job Description

For over 35 years, F-Secure has led the cybersecurity industry with our 200+ service provider partners. As the home of scam protection, we're reimagining how we protect people from modern threats through cutting-edge scam detection and solutions that are setting the industry standard. We bring together the sharpest minds of cyber security with a shared purpose: to protect people from modern threats. Here, you’ll have a real impact, making every digital moment more secure for everyone. You’ll thrive and grow in our Fellowship culture, where we dream big, trust, and challenge each other to deliver results and move with speed. You’ll be welcomed into a diverse, global team with an informal and collaborative culture where your voice truly matters.

Join us in securing the digital world together – where your work will make a lasting impact.

We're seeking a Services Process and Operations Manager to join our Service Operations team and drive operational excellence across our global service delivery organization. In this role, you'll be the architect of our operational success, designing and implementing the processes, governance frameworks, and tools that enable our teams to deliver world-class services to our strategic partners.

You'll be responsible for transforming how we work by establishing robust KPI frameworks, creating data-driven insights through advanced dashboards, and ensuring our teams have the tools and knowledge they need to excel. This role sits at the intersection of strategy and execution, where you'll shape the operational backbone that supports F-Secure's ambitious growth plans.

Working closely with project teams, service managers, and executive leadership, you'll drive continuous improvement initiatives that enhance efficiency, quality, and consistency across our operations. Your work will directly impact how we deliver highly customized cybersecurity solutions to world-leading telecommunications operators and financial institutions, ultimately protecting millions of users globally.

You will join our team in Bengaluru, India. Our team in India is growing rapildy, and we now have over 100 employees working there. We work mostly remotely, but expect our Fellows to work from the Bengaluru office on occasional team days that will be agreed upon separately.

Key responsibilities in this role:

• Drive performance excellence by establishing KPIs and creating data-driven insights that enable stakeholders to make informed decisions and track operational success
• Design and enforce governance frameworks for project execution and service operations, including executive reporting that ensures accountability and continuous improvement
• Optimize end-to-end processes by mapping, documenting, and standardizing workflows while defining clear roles, responsibilities, and tools needed for consistent service delivery
• Build organizational capability through competence mapping, gap analysis, and development programs that elevate team skills and foster continuous learning
• Create knowledge management systems including centralized repositories for templates, best practices, and lessons learned that strengthen our collective expertise
• Lead operational transformation by identifying and implementing improvements focused on standardization, automation, and simplification that enhance efficiency and quality

What are we looking for?

• 7+ years of experience in operations management, process optimization, or service delivery roles within technology or telecommunications sectors
• Proven track record of designing and implementing governance frameworks and KPI systems that drive measurable improvements
• Strong analytical mindset with expertise in data visualization tools (Power BI, Tableau, or similar) and process mapping methodologies
• Experience managing complex stakeholder relationships and influencing without direct authority
• Excellence in change management and driving adoption of new processes and tools
• Background in project management methodologies (Agile, LEAN, Six Sigma) with relevant certifications preferred
• Outstanding communication skills with the ability to present complex operational insights to executive audiences
• Full professional proficiency in English

You get bonus points for:

• Experience with telecommunications or cybersecurity service delivery
• Knowledge of ITIL, ISO standards, or other service management frameworks
• Previous work with global, distributed teams
• Familiarity with automation tools and workflow management systems

What you will get from us?

• Welcome to the good side – the home of scam protection! Work with industry-leading experts defining the future of cybersecurity and scam protection
• Be an AI pioneer, not a follower. Access industry-leading tools like Claude and Claude Code, with full support to integrate AI into your daily work while others are still figuring out policies. We're not asking "if" but "how" AI transforms our work, positioning you at the forefront of the industry.
• Thrive in our Fellowship culture where we empower, trust, challenge, and support each other in doing our best work.
• Flexible work that works for you – hybrid and remote options with team-agreed ways of working.
• Inclusive environment with flat, approachable leadership in our diverse global community.
• Comprehensive global benefits including Employee Share Savings Plan (ESSP), Fellow Member of the Board opportunities, and Annual Protect & Educate paid volunteer day.
• Wellbeing support through personal coaching services and one hour per week for personal recharging.
• Continuous growth via F-Secure Academy, Leadership programs, AI training, mentoring, and dedicated Learning Week.

A security vetting will possibly be conducted for the selected candidate in accordance to our employment process.