USS - Onsite IT and Service Desk Head - GDS Region

15 - 20 years

20 - 25 Lacs

kochi

Posted:2 days ago| Platform:

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Skills Required

it services head business development change management pmp assurance consulting asset management forecasting operations six sigma

Work Mode

Work from Office

Job Type

Full Time

Job Description

Own end-to-end delivery of IT services across EY offices under GDS region.
Ensure SLA compliance, CSAT/NPS targets, and operational KPIs for OSTS and Service desk.
Act as escalation point for critical incidents and ensure timely resolution.
Manage Service Desk vendor and ensure GDS region performance is above defined SLA s.
Monthly Status updates to all key stake holders on performance and key initiatives.
Develop and execute GDS-specific onsite IT strategy aligned with global USS roadmap.
Lead and mentor a team of 200+ onsite engineers and managers across multiple cities.
Partner with business leaders, Talent, CBRE, and global IT teams to support office projects and wavespace events.
Manage GDS region budgets for onsite IT services, ensuring cost optimisation and accurate forecasting.
Ensure compliance with EY s security, risk, and data protection standards.

Required Skills & Qualifications

15+ years in IT infrastructure/service delivery, with at least 5 years in a leadership role managing multi-site operations.
Technical expertise End-user computing, ITSM, ITIL v4, cloud platforms (Azure/AWS), network and security fundamentals.
Leadership competencies Strategic thinking, stakeholder engagement, team development, and change management.
Certifications ITIL Expert, PMP/Six Sigma preferred; ISO 20000/27001 familiarity.
Soft skills Strong communication, problem-solving, and ability to influence senior stakeholders.

Performance Metrics

SLA and CSAT compliance.
Contact Reduction.
Reduction in aged incidents and idle tickets.
Cost efficiency and resource utilization benchmarks.
Knowledge Management KPI s.
Asset Management KPI s..

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