About the Role :

We are seeking an experienced and dynamic IT Service Delivery Leader to oversee global IT operations and ensure high-quality support services across the organization. The ideal candidate will possess strong expertise in IT infrastructure, service management, automation, endpoint security, and team leadership while driving operational excellence and continuous improvement.

Key Responsibilities :

- Lead and manage global IT support and service delivery operations across multiple regions and shifts.

- Ensure adherence to SLA, KPI, and ITIL-based service management processes.

- Manage Incident, Change, Problem, Release, and Service Request processes effectively.

- Monitor service queues, escalation handling, and operational performance metrics.

- Oversee Microsoft O365 administration, Active Directory, Group Policy (GPO), and WSUS patch management.

- Manage endpoint security, vulnerability assessments, and compliance activities using tools such as Sophos, Atera, and TeamViewer.

- Drive automation initiatives using PowerShell, GPO scripting, and deployment tools.

- Manage hardware/software asset lifecycle, software licensing, and IT procurement activities.

- Collaborate with cross-functional business and technology teams to deliver stable and secure IT services.

- Handle vendor coordination, contract management, and operational cost optimization.

- Prepare operational reports, dashboards, and service improvement plans for leadership review.

- Mentor and lead IT operations teams to enhance productivity, customer satisfaction, and service quality.

Required Qualifications :

- Bachelors degree or higher in Computer Science, Information Technology, or a related field.

- 15+ years of progressive IT experience, including 10+ years in IT Service Delivery or IT Operations leadership roles.

- Mandatory ITIL Certification with strong understanding of ITIL processes.

- Proven experience managing enterprise/global IT support operations.

- Hands-on expertise in :

1. Microsoft O365 Administration

2. Active Directory

3. Group Policy (GPO)

4. WSUS Patching

5. Endpoint Security & Vulnerability Management

6. PowerShell Scripting

- Experience with tools such as Sophos, Atera, and TeamViewer.

- Strong knowledge of asset management, license compliance, and procurement processes.

- Excellent stakeholder management and communication skills.

- Experience managing budgets, vendors, and operational cost optimization initiatives.

Preferred Skills :

- Strong analytical and problem-solving capabilities.

- Experience in automation and process optimization.

- Ability to manage distributed/global teams effectively.

- Customer-focused mindset with strong leadership abilities.