Manager - ITSM Operations
Department: IT
Employment Type: Permanent - Full Time
Location: Pune

Description
The Service Experience and Operations Manager is a Pune-based anchor leadership role accountable for connecting frontline service delivery, major incident leadership, service assurance and ITIL practice governance into one coherent global operating rhythm. Reporting to the Director - Service Management, the role will lead the Service Desk leadership layer, the Major Incident Management capability and designated ITIL governance roles positioned across the Service Experience & Frontline Operations and Service Operations & Control sub-towers.
The role combines the outcome focus of a Global Service Assurance & Performance Lead with the control and standards mandate of a Global Practice Governance Lead. It is accountable for reliable service operations, customer experience, process adherence, executive assurance, KPI/KRI governance and practice maturity rather than acting as the resolver for every operational issue.



The successful candidate will lead managers and senior individual contributors, influence global technology towers and suppliers, and establish scalable ways of working for a growing insurance-sector GCC.

Key Responsibilities
Provide management leadership across the Service Desk, Major Incident Management and assigned ITIL governance capabilities, setting transparent accountabilities, priorities, operating rhythms and escalation paths across global regions.
Lead Service Desk and other assigned team leads or practice specialists; translate global objectives into team goals, coach leaders, manage performance and capability, and build succession and cross-skilling plans.
Own the integrated operating model between Service Experience & Frontline Operations and Service Operations & Control, ensuring the front door, incident command, operational escalation and governance activities work as one service-management system.
Establish global service assurance and perfor

📌 Manager - ITSM Operations (Pune)
🏢 Davies
📍 Pune