Job Description
The role involves leading and managing the IT Service team in India to ensure high-quality support, operational excellence, and strategic alignment across global support functions, with a focus on service delivery, performance management, and collaboration.
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 monitoring team efficiency and service quality
- Manage support processes including incident management and service request fulfillment to ensure high-quality IT support
- Develop and maintain reporting on KPIs, SLAs, and operational metrics, and present performance insights to leadership
- Oversee shift scheduling and real-time performance of support teams to ensure service continuity
- 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 10 years 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.
Benefits & Perks
Ownership from Day 1 with Restricted Stock Units (RSUs) and merit-based refresh grants
Unrivaled Family Support Benefit with 24 weeks of fully paid parental leave for primary carers and 12 weeks for supporting carers
Unlimited PTO in applicable regions and generous PTO globally
Flexible hybrid work model balancing remote work and office collaboration
Continuous growth opportunities through learning frameworks, mentorship programs, and dedicated learning platforms
Subsidized Wellhub memberships, mental health counseling, and Wellness Weeks for holistic well-being
Paid time off for community and environmental volunteering during Impact Days
Participation in Inclusion Think Tank and Inclusion Days to promote global inclusion and belonging
Ready to Apply?
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