Job Description

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.

Skills Required