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Job Description
The Manager of Digital IT Service at Celonis leads and manages the IT Service team in India, ensuring high-quality support, operational excellence, and strategic alignment across global support functions, while driving continuous improvement and fostering a customer-oriented culture.
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, service levels, SLAs, and operational metrics.
- 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
- 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
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
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