Manager – Information Technology

Caresoft Global Inc.; Chennai; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Caresoft Global Inc. is seeking a seasoned Manager - IT to lead Global IT Service Delivery, Helpdesk Operations, and IT Infrastructure Services across locations.

The role requires a strong people leader capable of driving operational excellence, ensuring superior end-user experience, and aligning IT services with business objectives. The successful candidate will act as a key liaison between business stakeholders, leadership teams, vendors, and IT operations teams to ensure seamless delivery of

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• MBA or equivalent Post Graduate qualification from a recognized institution.
• ITIL, PMP/PRINCE2, and ISO 27001 certifications are preferred.

Responsibilities

• Lead and manage Global IT Helpdesk operations supporting users across multiple locations and time zones.
• Establish a high-performance, customer-focused support organization.
• Drive service excellence and continuous improvement initiatives.
• Ensure timely resolution of incidents, service requests, and escalations.
• Monitor service KPIs, SLAs, and user satisfaction metrics.
• Drive standardization of support processes and operational practices.
• Serve as the primary point of contact between business functions and IT operations.
• Build strong relationships with business leaders and key stakeholders.
• Understand evolving business needs and translate them into actionable IT initiatives.
• Ensure IT services support organizational productivity and business growth.
• Drive a culture of responsiveness, accountability, and customer satisfaction.
• Oversee day-to-day IT operational activities across locations.
• Lead, mentor, and develop IT support and operations teams.
• Build a collaborative, high-performing work environment.
• Define goals, KPIs, and career development plans for team members.
• Drive employee engagement, motivation, and retention.
• Foster leadership development and succession planning within the IT function.
• Promote accountability, ownership, and service excellence across teams.
• Translate IT strategy into executable operational plans.
• Align IT initiatives with organizational objectives and business priorities.
• Support leadership in driving technology-enabled business improvements.
• Participate in cross-functional projects and organizational transformation initiatives.
• Ensure successful implementation of new processes, systems, and operational changes.
• Collaborate closely with executive leadership and departmental heads.
• Present regular service delivery updates, operational metrics, and improvement plans.
• Build trust and credibility through effective communication and execution.
• Manage expectations of stakeholders while balancing operational priorities.
• Manage relationships with external service providers and technology partners.
• Ensure vendor performance aligns with contractual obligations and service expectations.
• Drive accountability and continuous improvement from service partners.
• Participate in commercial discussions and service reviews.
• Ensure adherence to corporate IT policies, standards, and compliance requirements.
• Support cybersecurity, audit, and governance initiatives.
• Drive process optimization and operational efficiency programs.
• Maintain appropriate documentation, reporting, and governance controls.

Skills

People Development

Coaching & Mentoring

Decision Making

Change Management

Internal Customer Relationship

Stakeholder Engagement

Service Delivery Management

Operational Excellence

Program & Project Coordination

Education

Bachelor's Degree in Information Technology / Computer Science / Engineering

MBA or equivalent Post Graduate qualification

Tools

ITIL Certification

PMP / PRINCE2 Certification

ISO 27001 Internal Auditor / Lead Implementer

Job description

A world leader in automotive benchmark and cost reduction productions and programs.

Job Description

Position Title: Manager - Information Technology (IT)

Department: Corporate Information Technology

Reports To: Deputy General Manager - IT

Position Summary

Caresoft is seeking a dynamic and experienced Manager - IT to lead Global IT Service Delivery, Helpdesk Operations, and IT Infrastructure Services across business locations. The role requires a strong people leader capable of driving operational excellence, ensuring superior end-user experience, and aligning IT services with business objectives.

The successful candidate will act as a key liaison between business stakeholders, leadership teams, vendors, and IT operations teams to ensure seamless delivery of technology services while fostering a customer-centric culture throughout the organization.

This position is ideal for a seasoned IT professional with proven experience managing IT operations within a growing SME or mid-sized multinational organization and demonstrating strong leadership, stakeholder management, and execution capabilities.

Key Responsibilities

1. Global IT Helpdesk Leadership

• Lead and manage Global IT Helpdesk operations supporting users across multiple locations and time zones.
• Establish a high-performance, customer-focused support organization.
• Drive service excellence and continuous improvement initiatives.
• Ensure timely resolution of incidents, service requests, and escalations.
• Monitor service KPIs, SLAs, and user satisfaction metrics.
• Drive standardization of support processes and operational practices.

2. Internal Customer Service Delivery

• Serve as the primary point of contact between business functions and IT operations.
• Build strong relationships with business leaders and key stakeholders.
• Understand evolving business needs and translate them into actionable IT initiatives.
• Ensure IT services support organizational productivity and business growth.
• Drive a culture of responsiveness, accountability, and customer satisfaction.

3. IT Operations Management

• Oversee day-to-day IT operational activities across locations.
• Ensure reliable and uninterrupted IT services for all internal customers.
• Provide leadership during critical incidents and business-impacting situations.
• Drive service availability, operational efficiency, and process maturity.
• Review performance trends and implement corrective actions where required.
• Lead, mentor, and develop IT support and operations teams.
• Build a collaborative, high-performing work environment.
• Define goals, KPIs, and career development plans for team members.
• Drive employee engagement, motivation, and retention.
• Foster leadership development and succession planning within the IT function.
• Promote accountability, ownership, and service excellence across teams.

5. Strategic Execution & Organizational Alignment

• Translate IT strategy into executable operational plans.
• Align IT initiatives with organizational objectives and business priorities.
• Support leadership in driving technology-enabled business improvements.
• Participate in cross-functional projects and organizational transformation initiatives.
• Ensure successful implementation of new processes, systems, and operational changes.

6. Stakeholder & Leadership Management

• Collaborate closely with executive leadership and departmental heads.
• Present regular service delivery updates, operational metrics, and improvement plans.
• Build trust and credibility through effective communication and execution.
• Manage expectations of stakeholders while balancing operational priorities.
• Manage relationships with external service providers and technology partners.
• Ensure vendor performance aligns with contractual obligations and service expectations.
• Drive accountability and continuous improvement from service partners.
• Participate in commercial discussions and service reviews.

8. Governance, Compliance & Process Excellence

• Ensure adherence to corporate IT policies, standards, and compliance requirements.
• Support cybersecurity, audit, and governance initiatives.
• Drive process optimization and operational efficiency programs.
• Maintain appropriate documentation, reporting, and governance controls.

Core Competencies

• People Development
• Coaching & Mentoring
• Decision Making
• Change Management

Business Competencies

• Internal Customer Relationship Management
• Stakeholder Engagement
• Service Delivery Management
• Operational Excellence
• Strategic Thinking
• Business Alignment
• Program & Project Coordination
• Performance Management

Ideal Candidate Profile

A mature IT leader with 12-18 years of experience, strong business acumen, and exceptional people management skills who can lead a global support organization, build strong relationships with internal customers, drive operational excellence, and effectively partner with Caresoft leadership to deliver reliable and business-aligned IT services. The candidate should be recognized for ownership, execution capability, customer focus, and the ability to inspire and develop high-performing teams.

Requirements

Educational Qualification

Mandatory

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• MBA or equivalent Post Graduate qualification from a recognized institution.

Preferred

• ITIL Certification
• PMP / PRINCE2 Certification
• ISO 27001 Internal Auditor / Lead Implementer Certification

Experience

• Minimum 12 years of progressive IT experience.
• Minimum 5 years leading IT operations and support teams.
• Experience working in SME or mid-sized multinational business environments.
• Experience managing global support teams and internal service delivery functions.
• Proven track record in stakeholder management and business-facing IT leadership.