Job Description

This role acts as a Senior IT Service Leader responsible for end-to-end ownership of IT Support services, ensuring operational stability, excellent user experience, security alignment, and continuous service improvement. The role positions IT Support as a business enabler supporting digital transformation, resiliency, and scalable operations.

Job Description - Grade Specific

General Responsibilities / Accountabilities:

• Own end‑to‑end IT Support services (Incidents, Requests, Problems, Changes) ensuring SLA, OLA, and business adherence.
• Lead Major Incident (P1/P2) management, including coordination, communication, decision‑making, and Root Cause Analysis (RCA).
• Act as Service Owner for the IT Support operating model (on‑site, remote, WFH, on‑call), ensuring effectiveness and scalability.
• Drive continuous service improvement initiatives based on operational data, risk trends, and user experience feedback.
• Provide formal people leadership, including task prioritization, performance feedback, mentoring, and capability development.
• Ensure compliance with ITIL v4 practices, security requirements, audit controls, and internal governance.
• Serve as primary operational interface with Business stakeholders, Global IT, Security, and Compliance teams.
• Plan and coordinate maintenance activities and ensure controlled execution with minimum business impact.
• Enlish: Advanced