Head of Digital IT Service

As the Head of Digital IT Service, you will lead our IT Service team in India. This is a critical leadership role focused on driving operational excellence and strategic alignment across our support functions. You will be responsible for ensuring high-quality service delivery, and fostering a culture of continuous improvement and professional growth within your teams.

Key Responsibilities

Leadership & Performance Management

• Lead and mentor the IT Service team in India, providing functional and disciplinary leadership.
• Drive operational excellence by following and establishing clear performance metrics, SLAs, and reporting mechanisms to monitor team efficiency and service quality.
• Conduct regular performance reviews and one-on-one meetings to guide professional development and align team goals with departmental objectives.
• Manage team resources, including hiring, onboarding, and scaling the teams to meet business needs.

Service Delivery & Reporting

• Ensure the delivery of exceptional IT support for all internal customers, maintaining high levels of customer satisfaction.
• Manage all support processes, including incident management, and service request fulfillment, ensuring adherence to global standards and policies
• Develop and maintain comprehensive reporting on key performance indicators (KPIs), service levels (SLAs), and operational metrics.
• Present regular performance reports and strategic insights to the Head of Global IT Service, highlighting achievements, challenges, and proposed improvements.
• Oversee and optimize the shift schedule for extended-hours support operations, ensuring adequate coverage and resource allocation across all time zones.
• Establish and enforce clear shift handover processes to ensure a smooth transition of ongoing issues and a consistent level of service across shifts.
• Monitor real-time performance of shift teams, proactively addressing any operational gaps or resource constraints to maintain service continuity.

 

Collaboration & Strategy

• Actively partner with local, regional, and global teams to enhance service delivery and support the overall IT strategy.
• Champion the adoption of new technologies and processes to improve efficiency and the user experience.
• Lead and contribute to key Internal IT projects, ensuring successful execution and alignment with business goals.

Required Skills & Experience

• 12+ 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.