The Global Head – IT Service Delivery & Engineering Excellence , India is responsible for establishing, managing, and scaling the Engineering and IT Services.
Centre of Excellence (COE) to drive innovation, efficiency, and service excellence across ARi. This role focuses on standardizing IT service delivery, optimizing operational processes, and ensuring alignment with global business goals. The leader will collaborate with cross-functional teams, drive automation, and implement best practices to enhance IT service management, digital transformation, and enterprise IT strategy.
Duties/responsibilities
Engineering and IT Services Strategy & COE Roadmap
- Develop and implement the Engineering & IT Services COE strategy, ensuring alignment with business
and technology goals.
- Establish a governance model to standardize Engineering & IT service delivery, frameworks, and best
practices.
- Drive process optimization, automation, and cost efficiency across Engineering & IT services.
Service Management & Operations Excellence
- Oversee the implementation and continuous improvement of ITIL, Agile, and DevOps frameworks.
- Evaluate and implement emerging technologies to enhance product development and engineering
efficiency.
- Ensure high availability, performance, and security of IT services through proactive monitoring and
governance.
- Define and track SLAs, KPIs, and performance metrics to measure and enhance IT service effectiveness.
Innovation & Digital Transformation
- Lead the adoption of emerging IT trends, cloud computing, AI-driven IT operations (AIOps), Advance
Manufacturing and automation tools.
- Foster innovation by leveraging AI/ML, RPA, and cloud-native solutions for IT service optimization.
- Develop and drive the implementation of self-service IT models and AI-based support systems.
Talent Development & Leadership
- Build and mentor a high-performing IT service management team, promoting a culture of continuous
learning and innovation.
- Define training programs to upskill employees in ITSM, cloud platforms, automation, and security.
- Encourage collaboration between IT, business units, and external partners to drive service excellence.
- Collaborate with cloud providers, AI startups, research institutions, and open-source communities to
stay ahead of industry trends.
- Develop, Guide and mentor a global delivery team with onshore, offshore, client location to deliver the
required project and solutions with speed and agility.
- Managing risk and Mitigation while creating new Solutions, Proof of Concept (PoC), scalable new
solutions.
Stakeholder Engagement & Vendor Management
- Act as the primary liaison between global business leaders, IT teams, and external technology partners.
- Manage relationships with third-party IT service providers, cloud vendors, and managed service
partners.
- Lead negotiations and optimize vendor contracts to drive cost efficiency and service quality.
- Build and maintain strong relationships with customers, proactively identifying opportunities for
additional services and value creation.
- Strong Customer governance and strategic connections for strengthening delivery excellence.
Responsible for the P&L management for the overall Global Delivery structure.Drive Margins with the Growth Mindset to improve the company topline numbers and maximize customersatisfaction.
Education & Experience
- Bachelor’s/Master’s degree in IT, Computer Science, Business Administration, or a related field.
- MBA degree from a reputed B-School is preferred.
- 20+ years in IT service management, operations, or related roles, with 10+ years in a senior global leadership capacity.
Required Skills
- Deep understanding of ITSM, cloud platforms (AWS, Azure, GCP), automation, and
- enterprise IT frameworks.
- IT Service Frameworks: Expertise in ITIL, COBIT, Agile, DevOps, and service automation tools.
- Leadership & Change Management: Proven ability to lead large, distributed IT teams and drive service
- transformation.
- Strategic Thinking: Ability to align IT services with long-term business goals and digital transformation
- initiatives.
- Communication & Collaboration: Strong stakeholder management skills to engage with C-level executives
- and global teams.
- 30% Domestic/International travel required
Why Join Us?
- Lead strategic IT service transformation in a global organization.
- Work on cutting-edge IT automation, cloud transformation, and AI-driven IT operations.
- Collaborate with top IT experts, business leaders, and technology partners.
- Be part of an innovative, high-impact, and future-ready IT services organization
