IT Operations Leader - Service Management & Continuous Improvement

Role- IT Operations Leader - Service Management & Continuous Improvement

Exp- 10+ Years

Location-OnSite (Noida)

Notice Period-Immediate to 15 Days

Position Overview:

As an IT Operations Leader, you will focus on building a culture of continuous improvement, ensuring operational excellence, and aligning IT services with business goals. Youll have oversight over IT systems that support business needs, develop effective solutions for problem management, and lead the transformation of service operations to achieve superior customer satisfaction and organizational goals.

Key Responsibilities:

• Lead IT Operations: Ensure IT systems support business needs, improve operational excellence, and drive service performance.
• Problem Management: Identify recurring incidents, engage stakeholders, and implement a timely action plan to resolve and prevent issues.
• Service & Delivery Excellence: Foster a business-oriented mindset focused on continual service improvement, innovation, and best practices.
• Strategic Planning: Collaborate with cross-functional teams to develop and integrate IT operations strategies with overall enterprise plans.
• Risk & Compliance Management: Ensure IT operations are compliant with policies, manage risks, and ensure business continuity.
• Customer Satisfaction: Drive service quality and performance to meet customer expectations, focusing on delivering results through collaborative efforts.
• Continuous Improvement: Lead process optimization and implement efficiency models like Six Sigma or Lean to enhance IT operations.
• Service Management Lifecycle: Govern IT Service Management processes, ensuring all stages of ITSM are executed effectively.

Qualifications & Experience:

• Educational Background: BE/B. Tech/MCA/M Tech or equivalent
• Certifications: Six Sigma, ISO Lead Auditor, or Certified Software Quality Professional
• Experience: 10-20 years in IT with a focus on IT service management, operations, and service delivery excellence.
• Leadership: Proven ability to lead cross-functional teams, influence key stakeholders, and drive strategic initiatives in complex environments.
• IT Operations Acumen: Strong background in IT operations, including ITIL processes, service improvement, and performance management.
• Industry Experience: Preferably experience in the Telecom or ISP domain, with exposure to 24/7 support environments.
• Technical Skills: Knowledge of ISO procedures, process automation, and Six Sigma. Experience in budget planning and vendor management is a plus.

Key Skills & Competencies:

• Exceptional communication, leadership, and presentation skills.
• Strong track record of improving IT service delivery and driving customer-centric initiatives.
• Ability to influence and negotiate within complex organizational structures.
• Proven success in leading high-performance teams and managing performance metrics.
• Expertise in problem management, service quality, and risk management.
• Focus on continuous improvement and staying ahead of industry best practices.

Behavioral Competencies:

• Customer Focused: Demonstrating attentiveness, reliability, and a commitment to exceeding customer expectations.
• Results-Oriented: Setting ambitious goals, meeting commitments, and continuously raising the bar.
• Collaborative: Fostering a culture of sharing and teamwork to drive collective success.