Job description
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 a

📌 Delivery Leader (Pune)
🏢 Michelin
📍 Pune