Role Purpose The Cross Functional Services Lead (CFS Lead) is accountable for end-to-end service performance across multiple ITIL practices and delivery towers, ensuring seamless service integration, operational excellence, and customer outcomes. The role acts as the central orchestration point across infrastructure, applications, vendors, and support functions to deliver secure, compliant, and continuously improving IT services.
Key Objectives
- Ensure integrated service delivery across cross-functional teams
- Own service health, stability, and SLA compliance
- Drive ITIL-aligned governance, risk management, and continual improvement
- Act as the single escalation and decision authority for cross-tower issues
Key Responsibilities (ITIL-Aligned)
Service Ownership & Integration:
- Own end-to-end service performance across multiple towers
- Ensure service integration across ITIL practices
Service Operations & Stability:
- Govern major incidents (P1/P2) and cross-functional resolution
- Drive RCA and Problem Management
Governance & Compliance:
- Enforce ITIL processes and controls
- Ensure SLA and regulatory compliance
Change & Transition Oversight:
- Govern cross-functional changes and releases
- Support service transition and hypercare
Stakeholder & Vendor Management:
- Act as single point of accountability
- Govern multi-vendor performance
Continual Service Improvement
- Drive CSI initiatives, automation, and standardization
Key Metrics
- SLA/SLO compliance
- Major incident MTTR
- Service availability and reliability
- Change success rate
- Customer satisfaction (CSAT)
Required Skills & Experience
Mandatory
- Strong ITIL framework knowledge (ITIL 4 preferred)
- Experience in multi-tower service delivery
- Strong stakeholder and escalation management skills
Desirable
- ITIL 4 Managing Professional / Expert
- SIAM or multi-vendor experience
- Exposure to Automation, AIOps, DevOps, or SRE
📌 CFS Lead- Pune- 8 to 14 Years of experience- Quick joiners preferred
🏢 Wipro
📍 Pune
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