Key Responsibilities
- Lead and manage the LRI team across North, East, and West locations, ensuring consistent service delivery.
- Oversee day-to-day IS service operations to maintain business continuity.
- Drive ITIL processes including Incident, Problem, Change, and Service Request Management.
- Monitor and ensure IS service delivery meets agreed SLAs and KPIs.
- Manage IS Service Desk operations, ensuring effective and timely end-user support.
- Act as the primary escalation point for IS service-related issues.
- Manage vendor relationships and performance, ensuring compliance with infrastructure and service agreements.
- Develop and maintain the IS Service Catalog in alignment with organizational policies.
- Implement and track continuous service improvement initiatives.
- Monitor, analyze, and report IS service performance metrics to key stakeholders.
- Ensure compliance with IT security, governance, and data protection standards.
- Collaborate with project teams for the smooth transition of new services into operations.
Requirements
Goals & Deliverables
- Achieve and maintain SLA/KPI compliance across all service areas.
- Improve end-user satisfaction through effective IS service delivery.
- Strengthen vendor performance and cost optimization.
- Continuously enhance IS operations through proactive improvements.
- Ensure business continuity with robust service support.
Qualifications & Experience
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 8–12 years of IT experience, including 3–5 years in IS Service Management.
- Strong knowledge of the ITIL framework (ITIL certification preferred).
- Hands-on experience in IT operations, service desk management, and vendor relationship management.
- Familiarity with enterprise IT infrastructure, networking, cloud services, and IT security practices.
- Proven track record in driving service improvements and delivering measurable results.
Skills & Competencies
- Strong leadership and team management capabilities.
- Excellent communication and stakeholder engagement skills.
- Analytical, detail-oriented, and problem-solving mindset.
- Ability to prioritize and manage multiple tasks under pressure.
- Expertise in vendor negotiation and contract management.
Work Mode: Hybrid – Occasional remote, primarily based in Faridabad with project execution at Peenya, Bengaluru.