Responsible for the management, operations, delivery and support of defined IT applications and/or infrastructure services; directs and coordinates the efforts of people to accomplish goals and objectives using available resources; plans, organizes, staffs, leads, and controls an organization to accomplish the goals.
Key Responsibilities:
Delivery of the end-to-end IT service management.
Ensures on-going service compliance with all company policies or legal requirements.
Plans and manages (or participates in) the Operating budget process.
Determines service component pricing and delivery charges.
Determine forecast of needs.
Responsible for the execution and improvement of services and ensures that tools and resources are capable and available. (i.e. IT Service Catalog, Asset Management system).
Ensures ongoing service delivery and support meet agreed customer requirements. Reviews service agreements, monitors and reports service delivery metrics (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring).
Represents the Service.
Primary customer contact for service-related inquiries and issues.
Communicates on major service outages/escalations. Develops and manages relationships with key customers and suppliers. Maintains relationships and facilitates meetings with technical teams, IT, and business partners. OLA's with other IT Service owners. Liaise with the appropriate process owners throughout the Service Management lifecycle.
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Encourages root cause analysis using the formal problem solving approach for recurring issues. Champions the use of Six Sigma to reduce costs and improve processes.
Identifies opportunities for service improvements and supports their implementation. Works with business unit customers, regional it leaders, other service owners, corporate architecture and outside suppliers to ensure the delivered services meet cost, quality, and delivery targets. Champions the use of ITIL Standards for IT Service Deliverables.
Develop strong relationships to deliver business value using relevant Business Relationship Management practices.
Competencies:
Technical Acumen - Demonstrates broad and adaptable technical expertise to ensure reliable IT service delivery, support, and administration across diverse environments, including enterprise, cybersecurity, and operational technology domains.
Process Management and Optimization - Designs, refines, and automates IT operations processes to improve efficiency, consistency, service quality, security, and cost effectiveness across diverse environments
Service Quality and Reliability - Ensures IT services consistently meet performance, availability, and user satisfaction expectations by proactively maintaining service integrity, minimizing disruptions, and driving continuous improvement through collaboration, cost-effective practices, and operational excellence.
Risk Management - Proactively identifies, assesses, and mitigates risks to IT services, data, and operations by applying structured controls and communication strategies to strengthen resilience, ensure compliance, and reduce business impact through structured controls, cost-aware decision-making, and communication strategies
Incident and Problem Management - Responds to disruptions and recurring issues by restoring service quickly, identifying root causes, and applying structured methods to reduce risk, improve reliability, and prevent recurrence.
Standardization and Documentation - Creates and maintains clear, accessible documentation and standardized procedures to ensure consistent practices, traceability, and knowledge sharing across IT environments.
Reporting and Analytics - Uses data and reporting tools to monitor, analyze, and improve IT operational performance, enabling proactive decision-making, compliance, and service excellence across enterprise and local environments.
Demonstrating Domain Mastery - Maintains essential knowledge and proficiency in relevant domains, tools, technologies, methodologies, or frameworks through targeted credentials and rigorous proficiency, future-proofing organizational skills against strategic needs.
Vendor Engagement and Management - Builds and maintains effective relationships with external vendors to ensure IT services, tools, and support meets business needs.
Driving Effective Outcomes - Takes ownership, acts with urgency, and initiates action to turn goals into clear plans, decisions, guardrails, and cadences while navigating ambiguity and change to drive momentum and deliver consistent results.
Engaging with Impact - Communicates with clarity and purpose to align stakeholders, foster collaboration, build trust, and influence coordinated action across teams and functions to accelerate outcomes.
Values Differences - Recognizing the value that different perspectives and cultures bring to an organization.
Ensuring Customer Success - Embraces a customer-first mindset to deliver outcomes by linking customer needs and business priorities to aligned solutions, delivery, adoption, satisfaction, and realized value through sustained engagement that builds partnership and trust.
Managing People and Teams - Builds inclusive teams that empower ownership, deepen capabilities, and ensure fair, timely performance accountability, creating an environment where people can deliver their best work and top performance.
Directs Work - Creates conditions for team success with clear goals, priorities, work plans, standards, effective processes, resourcing, and governance to enable fast, empowered, accountable, and quality execution.
Education, Licenses, Certifications: College, university, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required. This position may require licensing for compliance with export controls or sanctions regulations.
Experience: 15+years of relevant experience required
Strong understanding of Storage technologies including but not limited to Dell EMC, Commvault, NetApp covering onsite storage as well as Hybrid cloud storage. Awareness on emerging technologies in storage like VAST Data, WEKA, DDN
Well versed with Compute technologies including but not limited to Hyper Converge Infrastructure (HCI), High Performance Computing (HPC), Virtualization, VM, Containers, Hypervisor from Major players like Cisco, VM Ware, Dell, Nutanix, HPE
Understanding of various data strategies like centralized, distributed, cloud first, understanding of various RDBMS like Oracle and SQL, should have good knowledge of High Availability and Disaster recovery, understanding of performance optimization
Strong knowledge of Cloud Computing concepts like Cloud Architecture Patterns (lift and Shift, re platform), Hybrid and multi cloud architecture around key platforms like AWS, Azure, OCI. Should be aware of Cloud native and modern compute technologies like serverless computing, containers, microservices architecture. Should have knowledge on Cloud security concepts like IAM, Zero Trust Architecture and compliance frameworks like ISO and NIST
Must-have Vendor & OEM management skills, Stakeholder management and communication (business + IT), well versed with Budgeting concept and should have proven track record of cost optimization initiatives, should be having strong Team mentoring and capability building capabilities
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