Global IT Service Delivery Leader

As Global IT Service Delivery, you will be a key leader responsible for driving excellence in IT service delivery and ensuring exceptional client satisfaction. This hands-on leadership position requires a strategic thinker with a comprehensive understanding of IT service management principles and a strong focus on client relationship management. The successful candidate will lead a dynamic team, align IT services with business goals, and elevate the overall client experience through effective service delivery. This role is responsible for leading the IT teams in the region and directly managing desktop support operations, help desk, Service Now suit of products & ITSM Processes, Monitoring Platforms and End Point Engineering.
Leadership & Strategy

• Provide strategic leadership for the IT Service Management function, aligning IT services with business goals and objectives.
• Develop and communicate a compelling vision for ITSM, fostering a culture of continuous improvement and service excellence.
• Collaborate with senior leadership to integrate ITSM into overall business strategies and ensure IT services meet current and future organizational needs.
• Define a Strategy & Roadmap for CMDB and Asst Life cycle process.
• Lead the End Point Engineering organization and define the roadmap for Managing Endpoints through Cloud, “Zero Touch Deployment, Vulnerability Management
• Lead the Information security, R&D and Enterprise application resources in the region. They will be functionally reporting to their offshore managers.

Process Optimization

• Oversee the design, implementation, and optimization of ITSM processes, including Incident Management, Change Management, Problem Management, Request Fulfillment, and other relevant processes.
• Continuously evaluate and improve ITSM processes to enhance efficiency, reduce costs, and improve the overall quality of IT services.
• Implement best practices and industry standards to ensure a consistent and effective approach to IT service delivery.
• Automate the Process where possible by leveraging Digital & AI Capabilities

Service Quality & Performance

• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the delivery of high-quality IT services.
• Implement and manage a robust service reporting framework, providing regular updates to executive leadership on the performance of IT services.
• Manage Incident Management, Change Management, Problem Management, Request Fulfillment, and other relevant processes.
• Drive a customer-centric approach to IT service delivery, ensuring that customer satisfaction is a key focus.
   

Team Management

• Build, lead, and mentor a high-performing ITSM team, fostering a collaborative and results-driven culture.
• Provide coaching and development opportunities to team members, encouraging continuous skill enhancement and career growth.
• Establish succession plans and talent development strategies to ensure a strong and capable team.
• Support the Cross functional leaders with In-Region Hiring

Stakeholder Management

•  Collaborate with internal stakeholders to understand business needs and expectations, ensuring IT services contribute to overall organizational success.
•  Communicate effectively with all levels of the organization to gather feedback and make data-driven improvements to service delivery.
• Work with IT leaders to understand their requirements and ensure the work is delivered on time & within budget
   

Product Management

•  Continue to evolve and optimize Service Now, Splunk, Intune.

Qualifications

• 20+ years of progressive experience in IT Service Management and Shared Services, with at least 10 years in a leadership role, managing team size of 40 or above.
• Bachelor’s degree in information technology, Computer Science, or a related field
• At least 10 years’ experience of directly managing client services (desktop operation and helpdesk) teams.
• Experience working with Infrastructure, Business Applications and Security teams.
• Proven experience in designing, implementing, and optimizing ITSM processes.
• Strong understanding of ITIL framework and other relevant industry standards.
• Excellent leadership and people management skills, with a track record of building and leading high-performing teams.
• Strategic thinker with the ability to align IT services with business objectives.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Demonstrated experience in vendor management and contract negotiation.
• Knowledge of emerging technologies and their impact on IT service management.

Behavioral Core Competencies

• Confidence around Sr. Leaders
• Organizational Navigation
• Transformational Leadership
• Influential
• Integrity
• Negotiating Conflict

More information about NXP in India...