Vice President, IT Operations Centre Lead, Service Desk, Monitoring & Service Management Greater Pune, India Area

The Company is seeking a Vice President to lead its IT Operations Centre across multiple delivery centres. The role oversees Service Desk, monitoring, transformation programmes, and service management, with accountability for operational performance, service availability, stakeholder engagement, and user experience. Responsibilities include meeting service targets, managing escalations, driving continuous improvement and automation, optimizing productivity and costs, and supporting strategic planning. The leader will also coach and develop direct reports and coordinate operations across globally distributed teams. Candidates should have proven experience managing multiple Service Desk functions and large-scale operations, along with a strong understanding of monitoring and service management practices. The role requires experience leading cross-functional transformation programmes and managing performance against SLAs, KPIs, customer satisfaction, and availability targets. Strong people leadership, stakeholder engagement, communication, project management awareness, and knowledge of modern IT Operations Centre technologies are essential. Sound judgment, critical thinking, and problem-solving skills are also required.

Hiring Company

_VOIS