Head IT Services

Roles and Responsibilities :Drive efficient, ongoing monitoring of IT Services to ensure smooth day-to-day operations. Guide, delegate to and conduct reviews with the team of support analysts to ensure that agreed targets are met and appropriate qualitative standards are achieved. Develop and implement robust processes to ensure that high quality IT Services are provided to both internal and external customers. Implement methodologies to improve first call resolution. Design and develop the reporting structure for faults/ issues to enable the early identification of product faults and reduce risk to the business. Analyze service management activity and make recommendations for increased organizational efficiency and effectiveness. Implement staffing and scheduling models to ensure guaranteed coverage to the business. Regularly review and audit the performance of the IT vendor against SLAs. Coordinate with various track owners to understand issues, report status of resolution etc. Oversee any breaches of SLAs by the IT partner and drive resolution of escalated issues. Review to ensure that processes are managed in an appropriate and timely manner with minimum disruption to the business operations.

Drive techno-commercial negotiations with vendors and OEMs to enable cost efficiency for the company.Monitor vendor billing and contract pay outs to ensure adherence to budgets. Meet with the senior management of vendor teams and resolve escalations/outstanding issues. Ensure a proper healthy competitive environment is maintained between vendors. Resolve resource issues and that ensure proper support is in place to meet the agreed SLA's.

Job Requirements :

• 15-22 years of experience in IT support or related field.
• Strong knowledge of IT service desk management principles and practices.
• Proven track record in managing high-performing teams.