End-to-end ownership of IT service operations, infrastructure modernization, and continuous improvement initiatives. Collaborate with cross-functional teams and senior stakeholders to align IT services with business goals, enhance automation, and ensure operational continuity. Service Delivery Management, ability to create and lead high-performing teams, cultivate executive-level client relationships, and deliver consistent value to enterprise customers. Deep understanding of ITIL frameworks, cloud infrastructure (Azure/AWS), CSAT and ITSM platforms.
Must have:
CSAT, SLA, XLA and Major incident management
Key Responsibilities:
• Technical Operations
• IT Service Transformation & Strategy,
• Strategic IT Roadmap,
• Leadership & Deputizing,
• Project Management,
• Net Promoter/CSAT Score,
• XLA (Experience Level Agreement,
• ServiceNow & Automation,
• Team Leadership & Development,
• Escalation Management,
• Agile & Project Delivery Practices,
• IT Governance & Compliance, Vendor Management