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About the role
As the IT Service Delivery Lead for Central Asia & India, your primary responsibility is to oversee the end-to-end delivery, quality, and performance of all IT services in the region. Your role involves aligning regional IT services with global ITSM standards and frameworks, ensuring operational excellence and user satisfaction. Here are your key responsibilities: - Lead and manage all IT service delivery activities in the region to ensure a consistent, high-quality user experience. - Act as the highest escalation point for regional service issues, outages, and major incidents. - Represent the region in global IT service governance forums, advocating for local needs in decision-making. - Communicate service performance, incidents, planned changes, and improvements clearly and proactively. - Drive effective execution of ITIL-based processes across the region. - Oversee deskside/on-site support teams for L2 and VIP support. - Ensure reliability of end-user computing, collaboration, and workplace technology. - Guarantee local execution of global standards for device provisioning, lifecycle, and service request fulfillment. - Collaborate with Global PMO for global projects requiring local rollout. - Track KPIs, SLAs, and XLAs for the region to ensure service quality. Your qualifications should include: - High integrity, accountability, and resilience in complex environments. - Strong knowledge of ITIL processes and service-oriented operations. - Experience with EUC, infrastructure L2 support, ITSM platforms, monitoring, and ticket management. - Strong crisis management, prioritization, and decision-making capabilities. - Excellent communication skills with various stakeholders. - Ability to influence global IT strategies through regional insights. Education and Experience: - Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (required). - Master's degree or MBA (preferred). - ITIL certification (Foundation, Intermediate, or Expert) and PMP or equivalent project/leadership certifications. - 5+ years of experience in IT operations, service delivery, or IT support leadership. - Experience in managing regional or multi-site operations within global organizations. Language Requirements: - High proficiency in English (required). - Additional languages beneficial based on regional responsibilities. Travel: - Expectation of 20% global travel in this position. The company offers all employees access to a dedicated recognition platform for celebrating achievements, sharing appreciation, and staying connected globally. Please refer to the company website for the latest information on this role. As the IT Service Delivery Lead for Central Asia & India, your primary responsibility is to oversee the end-to-end delivery, quality, and performance of all IT services in the region. Your role involves aligning regional IT services with global ITSM standards and frameworks, ensuring operational excellence and user satisfaction. Here are your key responsibilities: - Lead and manage all IT service delivery activities in the region to ensure a consistent, high-quality user experience. - Act as the highest escalation point for regional service issues, outages, and major incidents. - Represent the region in global IT service governance forums, advocating for local needs in decision-making. - Communicate service performance, incidents, planned changes, and improvements clearly and proactively. - Drive effective execution of ITIL-based processes across the region. - Oversee deskside/on-site support teams for L2 and VIP support. - Ensure reliability of end-user computing, collaboration, and workplace technology. - Guarantee local execution of global standards for device provisioning, lifecycle, and service request fulfillment. - Collaborate with Global PMO for global projects requiring local rollout. - Track KPIs, SLAs, and XLAs for the region to ensure service quality. Your qualifications should include: - High integrity, accountability, and resilience in complex environments. - Strong knowledge of ITIL processes and service-oriented operations. - Experience with EUC, infrastructure L2 support, ITSM platforms, monitoring, and ticket management. - Strong crisis management, prioritization, and decision-making capabilities. - Excellent communication skills with various stakeholders. - Ability to influence global IT strategies through regional insights. Education and Experience: - Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (required). - Master's degree or MBA (preferred). - ITIL certification (Foundation, Intermediate, or Expert) and PMP or equivalent project/leadership certifications. - 5+ years of experience in IT operations, service delivery, or IT support leadership. - Experience in managing regional or multi-site operations within global organizations. Language Requirements: - High proficiency in English (required). - Additional
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