VP - IT Operations Centre Lead (Service Desk, Monitoring & Service Management)

About the role

We are seeking an experienced leader to head the IT Operations Centre (ITOC) function, overseeing Service Desk, Monitoring, Transformation Programmes, and Service Management activities across three delivery centres. Based in Pune, this role is accountable for end-to-end operational excellence, stakeholder management, service performance, continuous improvement, automation initiatives, and the delivery of an outstanding user experience.

What you'll do

• Lead and manage end-to-end ITOC operations across multiple delivery centres
• Service Management functions and service delivery expectations
• Drive and govern transformation initiatives related to ITOC, AO, VCI, LM, and key stakeholder requirements
• Manage stakeholder and Service Owner expectations through effective engagement and governance
• Ensure achievement of agreed SLAs, KPIs, customer experience, and service availability targets