Job Description

Lead and manage the LRI team across North, East, and West locations, ensuring consistent service delivery and alignment with organizational standards.
Manage day-to-day IS service operations to maintain business continuity.
Drive ITIL processes, including Incident, Problem, Change, and Service Request management.
Ensure IS services meet agreed SLAs and KPIs.
Oversee IS Service Desk operations to provide effective end-user support.
Act as the primary escalation point for IS service-related issues.
Manage vendor performance and ensure compliance with infrastructure/service support standards.
Develop and maintain the IS Service Catalog while ensuring policy compliance.
Implement continuous service improvement initiatives to enhance service quality and user satisfaction.
Monitor, analyze, and report IS service performance metrics to stakeholders.
Ensure adherence to IT security standards and data protection requirements.
Collaborate with project teams for smooth transition of new services into operations.
Requirements
Bachelor's degree in IT, Computer Science, or a related field (Master's preferred).
8-12 years of IT experience, including 3-5 years in IS service management.
Strong knowledge of ITIL framework (certification preferred).
Experience managing IT operations, service desks, and vendor relationships.
Familiarity with enterprise IT infrastructure, networking, cloud services, and IT security.
Proven ability to drive service improvements and meet SLAs.
Benefits
Strong leadership and team management skills.
Excellent communication and stakeholder engagement abilities.
Analytical and problem-solving mindset with strong attention to detail.
Ability to manage multiple priorities under pressure.
Vendor negotiation and contract management expertise.

Skills Required