Director, IT Operations

Position Summary:

• Accountable for establishing and operating the service-management governance model for Client IT Operations.
• Delivers consistent, predictable, and transparent technology operations across a complex 24x7 BPaaS/EPaaS environment.

Key Responsibilities:

• Build and lead the Service Management Office, including governance framework, operating cadence, standards, and performance mechanisms.
• Own service-management processes for Incident, Problem/RCA, Change, Release, Knowledge, and Service Governance.
• Define RCA standards, lead major incident governance, and enforce cross-functional accountability.

Qualifications:

• 10+ years of progressive IT operations or service management experience with significant leadership responsibility.
• Strong ITIL knowledge and experience leading enterprise incident, problem, change, and release functions.
• Excellent communication skills and proven ability to drive accountability across distributed teams.

Leadership Profile:

• Pragmatic operator combining service-management discipline with strong judgment and executive presence.
• Comfortable moving between a Sev1 bridge, executive review, customer discussion, and process-design session.