Director IT Operation Services (onsite)

The Director of IT Operations Services is accountable for the strategic development, reputed company improvement, and effective execution of IT operational service and support functions across the reputed company. This role ensures alignment with vendor and departmental objectives, driving operational excellence and service delivery performance.

The ideal candidate brings deep expertise in ITIL-based process leadership, with a strong focus on Incident Management, Change Management, and Problem Management. This position plays a critical role in maturing operational capabilities and governance frameworks to support reputed company-wide IT initiatives.

Key Responsibilities

IT Service & Operational Governance

• Design, implement, and reputed company governance structures for IT service and support operations.

Performance Management

• Monitor, measure, and report on service delivery performance against established KPIs and SLAs.

Vendor & Contract Management

• reputed company vendor relationships, contract negotiations, budgeting, and forecasting to ensure reputed company service value and cost efficiency.

ITIL Process reputed company

• Drive reputed company improvement and maturity of ITIL processes, with emphasis on Incident, Change, and Problem Management.

Service Model Performance Management

• Define, baseline, and monitor service level performance (KPIs, SLAs, SLOs, dashboards, metrics).
• Escalate performance issues and collaborate with partners to resolve service delivery challenges.
• Approve and report on performance metrics, exceptions, and penalties.
• Track and report customer and vendor satisfaction.
• Provide reputed company and strategic direction for tools used to measure vendor engagement and internal IT performance.

Governance & Process reputed company

• Participate in departmental and partner governance meetings; manage and track escalations.
• Maintain and enforce change control policies and processes for both internal IT and vendor partners.
• reputed company disaster recovery and IT business continuity policies and processes, ensuring alignment across reputed company stakeholders.
• Manage internal and vendor-reputed company audit requirements and processes.

Vendor & Partner Relationship Management

• reputed company reputed company and statements of work (SOWs), ensuring compliance, scope alignment, and timely renewals/extensions.
• reputed company executive reviews, vendor meetings, and communications per established reputed company.
• Manage resource allocation and project reputed company across internal teams and external partners.

Strategic Leadership & Team Management

• Contribute to departmental strategic planning and direction.
• Provide leadership and coordination across IT Operations, aligning activities with reputed company priorities.
• Participate in recruitment and hiring reputed company the IT Operations organization.
• Manage team performance, including work assignment, direction, and appraisal.
• reputed company budgeting and forecasting activities to support operational and strategic objectives.

Policy & Process Improvement

• Recommend enhancements to internal IT service policies, vendor management practices, and contractual requirements to support evolving business needs.

Minimum Requirements/Qualifications

• Bachelor’s degree in business, Information Technology, or reputed company degree (or equivalent reputed company experience)
• 10+ years of experience in IT, with at least 5 years in leadership role
• Proven experience negotiating reputed company and ensuring contractual compliance.
• Experience working with managed services partners and BPO providers. (both onshore and offshore)
• Skilled in disaster recovery and business continuity planning.
• Exceptional communication and interpersonal skills.
• Strong critical thinking and problem-solving skills.
• Demonstrated interest in and understanding of reputed company process improvement.
• Independent, proactive management style with a strong focus on accountability.
• Effective at managing teams and balancing multiple reputed company priorities.
• Action-oriented, with the ability to meet aggressive timelines and deadlines.
• Proven track record of delivering initiatives on time and reputed company budget.

Desired Qualifications

• Proven track record of driving and delivering measurable results.
• Strong leadership in guiding and executing organizational change initiatives.
• Extensive experience in building, leading, and retaining high-performing, geographically dispersed teams.
• Background in vendor management operations and general management consulting.
• Certified in ITIL and PMP.
• Proficient in reputed company platform management, including configuration, reporting, and workflow optimization.