Delivery Leader - Operations - - - - - - - - - - - - KEY EXPECTED ACHIEVEMENTS Key Responsibilities 1. IT Operations Management Oversee end-to-end IT operations and services provided by GTO functions across the zone. Ensure operational excellence by managing availability, performance, and reliability of IT services. Monitor KPIs, SLAs, and service quality metrics, implementing corrective actions when necessary. 2. Incident, Change, and Problem Management Lead the implementation and adherence to ITIL processes for incident, change, and problem management. Manage and improve processes to reduce incidents, minimize downtime, and enhance service stability. Ensure root cause analysis is performed and long-term corrective actions are implemented for recurring issues. 3. Major Incident Management Lead the 24x7 critical incident management team for timely resolution of major incidents. Act as a central escalation point for critical incidents, ensuring effective communication with stakeholders. Coordinate cross-functional teams during incident resolution and post-incident reviews. 4. Continuous Improvement Identify and implement opportunities for process improvements in service delivery and IT operations. Collaborate with different functions to enhance processes, tools, and user experience. Drive initiatives to improve User SAT and operational efficiency. 5. Team Leadership and Collaboration Manage and mentor a team of GTO functions, fostering a culture of accountability, innovation, and excellence. Promote collaboration across IT, business functions, and external partners to ensure alignment with strategic goals. Facilitate knowledge sharing and upskilling within the team. 6. Reporting and Governance Provide regular updates and detailed reports on operations, incidents, and performance to senior management. Establish and enforce governance models to ensure compliance with IT policies and standards. Drive alignment with global IT strategies and regional goals. Technical Skills Required ITIL and IT Service Management (ITSM) Strong expertise in ITIL processes (incident, change, and problem management). Proficiency in ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms. Incident and Operations Management Experience leading major incident management in a 24x7 environment. Ability to handle critical escalations and coordinate effectively during high-pressure situations. Infrastructure and Operations Understanding of IT infrastructure, including servers, storage, network, and cloud platforms. Familiarity with monitoring and logging tools such as Splunk, Nagios, Zabbix, or Dynatrace. Automation and Process Improvement Knowledge of automation tools for improving operational efficiency. Experience with DevOps practices and collaboration tools (e.g., Jenkins, Git, Jira). Security and Compliance Understanding of IT security frameworks, data privacy standards, and regulatory compliance (ISO 27001, GDPR). Knowledge of incident response and disaster recovery processes. Key Competencies Leadership: Proven ability to lead, mentor, and motivate cross-functional teams. Problem-Solving: Analytical mindset with strong troubleshooting and decision-making skills. Communication: Excellent verbal and written communication skills for stakeholder engagement. User Focus: Strong focus on improving user experience and satisfaction. Collaboration: Ability to work across global teams and diverse cultural environments. Certifications : ITIL Foundation Certification (Expert or Intermediate level preferred). Relevant certifications in automation tools or platforms (e.g., ServiceNow). Availability Flexibility to operate 4 days from the office. Collaboration across global teams and time zones, requiring adaptable working hours and managing Major Incident Management