Head of Service Delivery

Job Summary

The Head of Global IT Service Assurance is a senior leadership role responsible for overseeing centralized IT service delivery and assurance functions across the enterprise. This role ensures consistent, high-quality IT services globally by leading global service desk operations, managing service assurance frameworks, optimizing ITSM processes, and ensuring compliance with internal standards and industry regulations. Reporting directly to the CIO, the role fosters a culture of accountability, operational efficiency, and customer centricity across all service touchpoints.

Areas Of Responsibility

• Service Strategy Development : Architect and drive the implementation of a comprehensive service assurance strategy that encompasses all facets of IT service delivery. This involves staying abreast of industry trends and incorporating innovative practices to ensure the service strategy remains relevant and effective in meeting the dynamic needs of the business. The role requires continuous assessment and refinement of service delivery models to enhance operational efficiency and customer satisfaction
• Service Desk Management : Strategically oversee the global IT service desk operations, ensuring seamless coordination and efficient escalation processes for complex L2 and L3 support issues. This includes maintaining robust communication channels with outsourced L1 support teams, ensuring they are equipped with the necessary tools and knowledge to escalate issues appropriately. The role also involves managing and coordinating the activities of the Lead Global Service Desk for Infrastructure, Enterprise & Business Applications, Manufacturing, Quality & R&D, ensuring consistent service delivery across all domains
• Quality Assurance : Develop and implement a robust quality assurance framework that sets high standards for service delivery processes. Utilize advanced analytics to continuously monitor service performance, evaluate process efficiency, and identify trends that may indicate underlying issues. This responsibility includes establishing key performance indicators (KPIs), conducting regular performance reviews, and implementing corrective actions to address any service delivery gaps
• Compliance & Standards : Ensure rigorous adherence to industry regulations and internal standards by establishing comprehensive compliance monitoring systems. This includes developing and implementing procedures that support audit readiness, conducting regular compliance assessments, and proactively managing risks. The role involves collaborating with the Lead - Audit Change & Service Catalogue to ensure compliance with audit requirements and maintaining up-to-date documentation to support regulatory inspections
• Process Optimization : Conduct thorough process evaluations, identify bottlenecks or inefficiencies, and implement innovative solutions that improve responsiveness, reduce downtime, and enhance user satisfaction. This involves leveraging industry best practices and emerging technologies to streamline service delivery processes and drive continuous improvement. The role requires close collaboration with the Lead - Master Data Management to ensure accurate and efficient data handling processes
• Team Leadership : Lead and mentor a diverse team of IT service professionals, fostering a collaborative and innovative work environment. Provide guidance and support to team members, ensuring they have the necessary skills and resources to perform their roles effectively. This includes setting performance expectations, offering professional development opportunities, and recognizing and rewarding achievements

Key Responsibilities

1. Service Strategy Development

2. Global Service Desk Management

3. Quality Assurance & Performance Monitoring

4. Compliance, Risk & Audit Readiness

5. Process Optimization & Standardization

6. Leadership & Talent Development

Specialized Knowledge Requirements

Nature of Communication

Role Played in Negotiations

Key Decision-Making Areas

Key Challenges for the Role

Extent and Nature of Innovation Required for the Role

Job Requirements

Educational Qualifications :

Certifications :

Experience :

Skills :

Travel Estimate

Job Scope

Internal Interactions (within the organization)

CIO, Lead – IT Infrastructure NAM, ITBPs, PMO, Digital CoE. Internal Stakeholders and Nature of Interaction

External Interactions (outside the organization)

External Stakeholders and Nature of Interaction

External Interaction %

Geographical Scope

Global

Financial Accountability (cost / revenue with exclusive authority)

IT budget adherence, budget planning, execution and cost reduction accountability

Job Requirements

Educational Qualification

Masters in Information Systems, Engineering, or related field

Specific Certification

ITIL v4, COBIT (preferred), ServiceNow or equivalent ITSM platform certifications

Skills

As mentioned above

Experience

Minimum 15+ years in IT service delivery / assurance leadership roles. Proven experience managing global service operations in complex enterprise environments