Head of Service Delivery

Role Overview: As the Head of Global IT Service Assurance, your role involves overseeing centralized IT service delivery and assurance functions across the enterprise to ensure consistent, high-quality IT services globally. Reporting directly to the CIO, you will be responsible for leading global service desk operations, managing service assurance frameworks, optimizing ITSM processes, and ensuring compliance with internal standards and industry regulations. Your leadership will foster a culture of accountability, operational efficiency, and customer centricity across all service touchpoints. Key Responsibilities: - Design and implement a global service assurance strategy across all service domains, incorporating industry best practices and digital enablers. - Lead the global service desk operations across L1-L3 tiers, ensuring seamless coordination, SLA adherence, and 24x7 operational support. - Build a robust quality assurance framework supported by data analytics, define KPIs, and implement continual service improvement programs. - Ensure audit preparedness and compliance to ITSM, GxP, SOX, and internal governance policies, collaborating with Change & Audit teams. - Conduct end-to-end ITSM process assessments, partner with Master Data Management and PMO teams, and introduce automation for process optimization. - Lead and mentor a diverse team of IT service professionals, fostering a collaborative work environment, providing guidance, and recognizing achievements. Qualifications Required: - Master's degree in Information Technology, Computer Science, or related field - ITIL v4, COBIT (preferred), ServiceNow or equivalent ITSM platform certifications - Minimum 10 years of experience in IT service delivery/assurance leadership roles, with proven experience in managing global service operations in complex enterprise environments Additional Company Details: - Nature of Communication: Involves strategic updates to executive stakeholders, formal documentation for audits and compliance, and discussions with partners and vendors in SLAs, QBRs, and governance meetings. - Role Played in Negotiations: Lead or co-lead for contract SLAs, penalty clauses, and governance framework definitions, collaborating with Procurement and Legal for MSP and OEM commercial terms. - Key Decision-Making Areas: Includes service design and delivery frameworks, platform and vendor selection for ITSM tools, performance targets, and team structure and hiring decisions across service assurance functions. - Key Challenges: Managing consistent service experience across time zones, regions, and functions, coordinating complex escalations, balancing automation with personalized user support, and scaling service assurance maturity while maintaining agility and cost-effectiveness. - Extent and Nature of Innovation Required: High level of ongoing innovation in automation, AI-based service management, predictive analytics, and building a digital-first service culture while maintaining regulatory rigor.,