Sr. IT Service Delivery

Intechnative; Bengaluru; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

Intechnative is looking for a motivated Sr. IT Service Delivery professional in Bangalore to oversee the operational maturity of the global IT Service Desk. This role involves managing the delivery roadmap and implementing AI-first initiatives.

The ideal candidate will have at least 8 years of experience in IT program management, a strong background in operational transformation, and knowledge of ITSM platforms like ServiceNow. You will set SLA standards and act as an escalation point for technical incidents.

Qualifications

• 8+ years in IT program management or IT operations leadership.
• Experience managing global or multi-regional service delivery teams.
• Deep working knowledge of ITSM platforms and enterprise IT environments.

Responsibilities

• Own the regional IT Service Delivery roadmap.
• Run the shift-left and AI-first program.
• Set and enforce SLA, QA, and vendor-governance standards.
• Act as the final escalation point for high-stakes technical incidents.
• Manage dependencies across portfolio of global initiatives.

Skills

Operational transformation

AI/automation adoption

ServiceNow

SQL

Tableau

ITIL frameworks

Education

PMP, PgMP, ITIL Expert, or Six Sigma certification

Tools

ITSM platforms

Procurement platforms

Job description

inTechNative is seeking motivated Sr. IT Service Delivery for our client in Bangalore

Experience: Min. 8 Years

Job Description

About the Role

You will report to the Head of Global IT Support & IT Supply Chain and own the operational maturity of our global IT Service Desk. The role carries direct accountability for the roadmap behind cross-functional programs that change how we support 30,000+ employees across 300+ offices.

Day to day, you will run our shift-left and AI-first programs: growing virtual-agent deflection, merging Tier 2 and application operations into a single administration team, and restructuring vendor contracts around automation and reliability outcomes instead of headcount. You will set SLA standards, lead executive-level escalations, and make the calls on where to invest engineering effort versus vendor capacity.

What the Candidate Will Do

• Own the regional IT Service Delivery roadmap. Use operational data to find systemic gaps and design strategies that keep support capacity ahead of business growth.
• Run the shift-left and AI-first program: grow virtual-agent ticket deflection past 200K per year, consolidate Tier 2 and application operations into one team, and bring Tier 3 into IT Ops so escalations stay under one roof.
• Set and enforce SLA, QA, and vendor-governance standards across managed service providers. Restructure vendor compensation so it rewards deflection, auto‑resolution, mean time to resolve, and quality—not headcount.
• Act as the final escalation point for high‑stakes technical incidents. Coordinate rapid response across engineering, security, and business technology teams, and own crisis communication to executives.
• Run a portfolio of global initiatives (office launches, M&A integrations, major tool rollouts). Manage dependencies, critical paths, and resource constraints across parallel workstreams.

Basic Qualifications

• 8+ years in IT program management or IT operations leadership, with direct experience managing global or multi‑regional service delivery teams.
• Track record of driving operational transformation: shift‑left programs, AI/automation adoption, or vendor‑model redesigns at scale.
• Deep working knowledge of ITSM platforms (ServiceNow preferred), ITIL frameworks, and enterprise IT environments (endpoint management, identity, networking, collaboration tools).

Preferred Qualifications

• Hands‑on experience with AI‑driven service transformation: virtual-agent deflection, automated ticket resolution, or self‑service portal rollouts.
• PMP, PgMP, ITIL Expert, or Six Sigma certification.
• Proficiency in SQL, Tableau, or advanced spreadsheet analysis for operational reporting and executive storytelling.
• Experience with ITSM platform engineering, IT asset management tools, or procurement platforms.
• Background managing large MSP relationships end to end: RFP processes, quarterly business reviews, and performance‑based contracts.