Key Responsibilities

Oversee end-to-end IT service operations, ensuring continuous service optimization, strict adherence to SLAs/KPIs, and high-quality, value-driven service execution.

Drive ITIL and Agile service management best practices to promote high operational stability, incident reduction, and seamless cross-functional collaboration.

Manage service accounts, operational budgets, resource forecasting, and billing allocations to maximize cost efficiency and operational performance.

Act as the primary escalation point and strategic bridge between executive business stakeholders, client leaders, and internal technical delivery teams.

Proactively identify operational risks, lead major incident resolution, engineer root-cause analysis (RCA) strategies, and resolve complex delivery roadblocks.

Qualifications & Requirements

Experience:



Minimum 14 years of progressive IT experience, with a proven track record in end-to-end IT service management (ITSM) and multi-million-dollar service operations.

Robust mastery of ITIL frameworks (Incident, Problem, Change Management) alongside Agile, SAFe, or hybrid delivery models.

High proficiency in service account management, vendor management, SOW compliance, financial forecasting, and resource utilization.

Executive-level communication, negotiation, crisis management, and cross-functional team leadership capabilities.

Background or technical exposure to Data Engineering, Cloud Infrastructure (AWS/Azure/GCP), or Advanced Analytics environments is highly preferred.

📌 Architect (Chennai)
🏢 Virtusa
📍 Chennai