Lead enterprise infrastructure service delivery and manage end-to-end IT operations as an Associate Director in ITSM. This role demands strong technical leadership, stakeholder management, and expertise in service governance to drive operational excellence across various technology domains. The position is based in Bengaluru.

This opportunity is within the Enterprise Technology & Performance team, which is instrumental in driving functional excellence and enabling innovation and growth through robust technology solutions.

Oversee the complete delivery of IT Infrastructure Managed Services, including Server, Network, Cloud, EUC, and Data Centre operations. Manage and mentor L1, L2, and L3 technical support teams in 24x7 environments. Drive service delivery, SLA, KPI, and governance commitments while championing continuous improvement. Lead major incident management and cross-functional teams for rapid service restoration. Implement ITIL best practices for Incident, Problem, Change, and Request Management. Coordinate effectively with various technical teams for complex issue resolution. Manage technical escalations and conduct thorough Root Cause Analyses (RCAs) and Post Incident Reviews (PIRs). Maintain strong client communication and manage third-party vendors against contractual obligations.

A Bachelor's or Master's degree in Engineering, Technology, Computer Science, Information Systems, or a related field is required. Candidates should possess 12 to 18 years of experience in IT Infrastructure, Managed Services, or IT Operations. A minimum of 5 years of leadership experience in a Service Delivery Manager, Technical Service Delivery Manager, Infrastructure Manager, or IT Operations leadership role is essential. Proven experience in managing enterprise infrastructure operations and technical support teams is a must.