Apply Now
Application opens on company website
Job Description
The Head of Digital IT Service at Celonis is responsible for leading the IT Service team in India, ensuring high-quality support, operational excellence, and strategic alignment across global support functions, while fostering continuous improvement and managing performance metrics.
Key Responsibilities
- Lead and mentor the IT Service team in India, providing functional and disciplinary leadership.
- Drive operational excellence by establishing performance metrics, SLAs, and reporting mechanisms.
- Manage support processes including incident management and service request fulfillment.
- Develop and maintain reporting on KPIs, SLAs, and operational metrics, and present performance insights.
- Oversee shift scheduling and real-time performance monitoring for extended support operations.
- Partner with local, regional, and global teams to enhance service delivery and support IT strategy.
- Champion the adoption of new technologies and processes to improve efficiency and user experience.
- Lead and contribute to internal IT projects, ensuring alignment with business goals.
Requirements
- A minimum of 12 years of progressive experience in IT service management or a similar leadership 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.
Benefits & Perks
generous PTO
hybrid working options
company equity RSUs
comprehensive benefits
extensive parental leave
dedicated volunteer days
access to resources such as gym subsidies, counseling, and well-being programs
clear career paths
internal mobility
dedicated learning program
mentorship opportunities
Ready to Apply?
Join Celonis and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More jobs at Celonis
Head of Industry - Manufacturing
Celonis
NEW
Munich
Full Time
18h
Senior Staff Engineer
Celonis
NEW
Bangalore
Full Time
18h
Account Receivable Specialist
Celonis
NEW
Madrid
Full Time
2d
More jobs in Bangalore, India
Technical Services Engineer Representative
Pure Storage
NEW
Bangalore
Full Time
18h
ServiceNow Platform Support
Pure Storage
NEW
Bangalore
Full Time
18h
ServiceNow Developer
Pure Storage
Bangalore
Full Time
3d