Description
The Service Experience and Operations Manager is a Pune-based anchor leadership role reporting to the Director - Service Management. The role leads Service Desk, Major Incident Management, and assigned ITIL governance capabilities; sets global operating rhythms, escalations, KPI/KRI governance, service assurance, standards, and continual improvement; and oversees service performance, operational risks, supplier performance, and ServiceNow reporting. It requires at least 15 years of professional experience, substantial enterprise IT service operations leadership, a bachelor's degree or equivalent experience, and strong ITIL 4 and ServiceNow knowledge.
