Role & responsibilities

- Manage end-to-end IT service delivery across regional operations, ensuring service availability, operational stability, and adherence to SLAs.

- Oversee IT infrastructure and application support, ensuring timely resolution of incidents and service requests.

- Lead Incident, Problem, Change, and Escalation Management processes in accordance with ITIL best practices.

- Act as the primary escalation point for critical incidents, coordinate major incident war rooms, and ensure timely communication with business stakeholders.

- Monitor service performance through KPIs, dashboards, SLA reports, and periodic service reviews.

- Manage IT service providers and vendors, ensuring SLA compliance, performance monitoring, contract management, and timely renewals.

- Ensure adherence to corporate IT policies, information security standards, governance frameworks,



and internal/statutory audit requirements.

- Manage IT budgets, resource planning, infrastructure capacity, and IT asset lifecycle in collaboration with relevant teams.

- Support business continuity and disaster recovery planning to minimize business disruption.

Preferred candidate profile

- 11+ years of experience in IT Service Delivery, IT Service Management, IT Operations, or Regional IT Operations.

- Valuable understanding of ITIL processes, including Incident, Problem, Change, Request, and Escalation Management.

- Proven experience in SLA/KPI monitoring, service reporting, performance dashboards, and continuous service improvement.

📌 IT Service and Operations - Pune
🏢 Ace Recruitment Placement Consultants
📍 Pune