Global Head – It Service Delivery

The Global Head - IT Service Delivery Engineering Excellence India is responsible for establishing managing and scaling the Engineering and IT Services Centre of Excellence COE to drive innovation efficiency and service excellence across ARi This role focuses on standardizing IT service delivery optimizing operational processes and ensuring alignment with global business goals The leader will collaborate with cross-functional teams drive automation and implement best practices to enhance IT service management digital transformation and enterprise IT strategy Duties responsibilities Engineering and IT Services Strategy COE Roadmap Develop and implement the Engineering IT Services COE strategy ensuring alignment with business and technology goals Establish a governance model to standardize Engineering IT service delivery frameworks and best practices Drive process optimization automation and cost efficiency across Engineering IT services Service Management Operations Excellence Oversee the implementation and continuous improvement of ITIL Agile and DevOps frameworks Evaluate and implement emerging technologies to enhance product development and engineering efficiency Ensure high availability performance and security of IT services through proactive monitoring and governance Define and track SLAs KPIs and performance metrics to measure and enhance IT service effectiveness Innovation Digital Transformation Lead the adoption of emerging IT trends cloud computing AI-driven IT operations AIOps Advance Manufacturing and automation tools Foster innovation by leveraging AI ML RPA and cloud-native solutions for IT service optimization Develop and drive the implementation of self-service IT models and AI-based support systems Talent Development Leadership Build and mentor a high-performing IT service management team promoting a culture of continuous learning and innovation Define training programs to upskill employees in ITSM cloud platforms automation and security Encourage collaboration between IT business units and external partners to drive service excellence Collaborate with cloud providers AI startups research institutions and open-source communities to stay ahead of industry trends Develop Guide and mentor a global delivery team with onshore offshore client location to deliver the required project and solutions with speed and agility Managing risk and Mitigation while creating new Solutions Proof of Concept PoC scalable new solutions Stakeholder Engagement Vendor Management Act as the primary liaison between global business leaders IT teams and external technology partners Manage relationships with third-party IT service providers cloud vendors and managed service partners Lead negotiations and optimize vendor contracts to drive cost efficiency and service quality Build and maintain strong relationships with customers proactively identifying opportunities for additional services and value creation Strong Customer governance and strategic connections for strengthening delivery excellence Responsible for the P L management for the overall Global Delivery structure Drive Margins with the Growth Mindset to improve the company topline numbers and maximize customer satisfaction Education Experience Bachelor s Master s degree in IT Computer Science Business Administration or a related field MBA degree from a reputed B-School is preferred 20 years in IT service management operations or related roles with 10 years in a senior global leadership capacity Required Skills Deep understanding of ITSM cloud platforms AWS Azure GCP automation and enterprise IT frameworks IT Service Frameworks Expertise in ITIL COBIT Agile DevOps and service automation tools Leadership Change Management Proven ability to lead large distributed IT teams and drive service transformation Strategic Thinking Ability to align IT services with long-term business goals and digital transformation initiatives Communication Collaboration Strong stakeholder management skills to engage with C-level executives and global teams 30 Domestic International travel required Why Join Us Lead strategic IT service transformation in a global organization Work on cutting-edge IT automation cloud transformation and AI-driven IT operations Collaborate with top IT experts business leaders and technology partners Be part of an innovative high-impact and future-ready IT services organization