IT Service and Operations - Pune

Ace Recruitment Placement Consultants; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Ace Recruitment Placement Consultants is seeking a senior IT Service Delivery leader to oversee regional operations, ensuring service availability and ITIL-aligned incident, problem, change and escalation management. You will monitor KPIs, manage vendors, and ensure governance and security compliance across the IT stack.

The role requires extensive experience in IT service delivery, strong budgeting and operational planning skills, and the ability to coordinate major incidents with stakeholders.

Qualifications

• 11+ years of experience in IT service delivery or IT operations.
• Strong understanding of ITIL processes including incident, problem, change, escalation.
• Experience in SLA/KPI monitoring and service reporting.
• Proven ability to manage regional IT operations and vendor relationships.
• Ability to coordinate major incidents and communicate with stakeholders.

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.

Skills

IT Service Delivery

IT Service Management

IT Operations

ITIL processes

SLA/KPI monitoring

Performance dashboards

Job description

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.
• Good 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.