Job Description :

We are looking for an experienced Operations Head IT Services to lead end-to-end IT service operations and delivery across enterprise technology environments.

The role will be responsible for ensuring operational excellence, service availability, delivery quality, technology governance, customer satisfaction, and continuous improvement across IT services.

The ideal candidate should have strong experience in IT service delivery, technology operations, IT infrastructure, application services, service management, and leading large-scale IT teams.

Key Responsibilities :

- Lead end-to-end IT service operations across enterprise infrastructure, applications, cloud, networks, databases, and technology support services.

- Develop and execute IT operations strategies aligned with business and technology objectives.

- Own IT service delivery, operational performance, SLAs, KPIs, availability, reliability, and service quality.

- Lead and manage large, cross-functional IT operations and service delivery teams.

- Establish and maintain IT service management processes covering incident, problem, change, request, and service-level management.

- Drive continuous improvement, standardization, automation, and operational transformation across IT services.

- Lead major incident management and ensure timely resolution of critical technology issues.

- Establish IT governance frameworks, operational dashboards, service reviews, and performance reporting.

- Work closely with CIO/CTO-level stakeholders, business leaders, technology teams, and enterprise customers.

- Manage IT service providers, technology partners, vendors, and managed service engagements.

- Monitor vendor performance against agreed SLAs, KPIs, and service commitments.

- Drive capacity planning, resource planning, service availability, and operational readiness.

- Ensure effective IT risk management, business continuity, disaster recovery, and technology resilience.

- Identify operational risks and implement appropriate mitigation strategies.

- Drive initiatives to improve service reliability, productivity, efficiency, and cost optimization.

- Support technology transformation and modernization initiatives from an operational and service-delivery perspective.

- Ensure successful transition and stabilization of new applications, infrastructure, platforms, and technology services.

- Maintain strong governance around IT processes, policies, controls, compliance, and service standards.

- Build a high-performing technology operations organization through mentoring, capability development, and effective performance management.

Required Skills & Experience :

- 12 to 16 years of experience in IT operations, IT service delivery, technology operations, or enterprise IT services.

- Strong experience managing large-scale IT service delivery and operations.

- Excellent understanding of ITIL and IT Service Management practices.

- Strong experience in SLA, KPI, incident, problem, change, and service-level management.

- Experience managing enterprise IT infrastructure and application environments.

- Strong understanding of cloud, networks, databases, cybersecurity, enterprise applications, and IT infrastructure operations.

- Proven experience managing large technical teams and multiple technology functions.

- Strong experience in IT governance, service management, operational risk, and technology controls.

- Experience managing technology vendors and IT service providers.

- Strong understanding of business continuity, disaster recovery, high availability, and IT resilience.

- Experience driving automation, process optimization, and service improvement initiatives.

- Strong analytical, problem-solving, decision-management, and escalation-management skills.

- Excellent communication and stakeholder-management capabilities with senior technology and business leadership.