Role Overview:

The Service Delivery & Governance Lead will serve as a strategic anchor for our IT operations in Bangalore, ensuring that our technology services are delivered with precision, compliance, and excellence. In this capacity, you will act as the primary bridge between technical delivery teams, executive leadership, and external partners, orchestrating complex workflows to ensure seamless service continuity. Your day-to-day will involve overseeing the end-to-end lifecycle of IT services, enforcing rigorous governance frameworks, and driving continuous improvement initiatives that directly impact customer satisfaction and operational efficiency. By maintaining a high standard of service quality and regulatory adherence, you will play a pivotal role in scaling our infrastructure and safeguarding our business outcomes in a highly competitive digital landscape.

Key Responsibilities:

- Direct the end-to-end IT service delivery lifecycle to ensure that all technical operations align with business objectives and meet defined performance benchmarks.

- Establish and enforce robust IT governance frameworks to ensure that all processes remain compliant with internal policies and external regulatory requirements like PCI-DSS.

- Manage complex vendor relationships and performance through a structured Vendor Management System to optimize costs and ensure the quality of outsourced services.

- Monitor and report on Service Level Agreements (SLAs) to ensure that service delivery consistently meets or exceeds stakeholder expectations.

- Drive the adoption of ITIL best practices across the organization to standardize service management and improve the overall maturity of the ITSM ecosystem.

- Facilitate cross-functional collaboration between engineering, security, and business units to resolve systemic issues and improve the reliability of critical systems.

Required Skillset:

- Demonstrated expertise in managing large-scale IT service delivery environments, with a proven ability to translate complex technical requirements into actionable governance policies.

- Advanced proficiency in ITIL frameworks and ITSM tools, enabling the design and implementation of efficient incident, problem, and change management processes.

- Strong command over regulatory compliance standards, specifically PCI-DSS, with the ability to lead audits and maintain a secure operational posture.

- Exceptional stakeholder management and negotiation skills, capable of influencing senior leadership and managing high-stakes vendor partnerships effectively.

- Ability to thrive in a hybrid work environment in Bangalore, balancing the need for on-site collaboration with the flexibility required for global team coordination.

- A strategic mindset combined with a hands-on approach to problem-solving, ensuring that governance acts as an enabler for business growth rather than a bottleneck.

- Academic background in Engineering or Management from a premier institute, providing a strong foundation for technical leadership and operational excellence.

- Minimum 10 to 20 years of progressive experience in IT service management and governance roles within high-growth, technology-driven organizations.