JD:
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

Taking accountability for service delivery performance, meeting customer expectations

Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Recommending methods of improvement and oversea the execution for implemented

Providing accurate and regular reports to the management on performance of the service delivery

Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.

Building strong relationships with teams and stakeholders to enable effective communications.

Enabling high-level performance benchmarks for access for IT Infrastructures

Serve as the primary advocate for key customers, ensuring their needs are met throughout the implementation and support lifecycle.

Drive customer satisfaction through proactive engagement, timely issue resolution, and continuous value delivery.

Establish strong, long-term relationships with customers, enhancing customer retention and growth opportunities.

Key Skills & Qualifications:
• Proven track record of managing large-scale service delivery operations across India.
• Expertise in IT Infrastructure domains: Data Center, Cloud, End-User Services, NOC, SOC, and ITSM.
• Strong grasp of ITIL, ISO, and industry-standard service frameworks.
• Excellent leadership, stakeholder management, and communication skills.
• Strong commercial acumen and ability to manage P&L.

Preferred Certifications:
• ITIL v4 Expert / PMP / Six Sigma
• Cloud certifications (Azure, AWS, or equivalent)
• ISO 20000 / ISO 27001 familiarity