Job Description

Job Title

Head – IT Service Assurance

Function:

Information Technology

Sub-function:

Global IT Infrastructure

Job Summary

The Head of Global IT Service Assurance is a senior leadership role responsible for overseeing centralized IT service delivery and assurance functions across the enterprise. This role ensures consistent, high-quality IT services globally by leading global service desk operations, managing service assurance frameworks, optimizing ITSM processes, and ensuring compliance with internal standards and industry regulations. Reporting directly to the CIO, the role fosters a culture of accountability, operational efficiency, and customer centricity across all service touchpoints.

Areas Of Responsibility

Key Responsibilities

1. Service Strategy Development

  • Design and implement a global service assurance strategy across all service domains.
  • Integrate industry best practices, innovation, and digital enablers into service delivery models.
  • Continuously assess service maturity and alignment with evolving business needs.

    • 2. Global Service Desk Management

  • Lead the global service desk operations across L1-L3 tiers, including infrastructure, enterprise apps, and manufacturing domains.
  • Govern escalation workflows, SLA adherence, and seamless issue resolution in collaboration with internal and outsourced teams.
  • Ensure 24x7 operational support for business-critical environments.

    • 3. Quality Assurance & Performance Monitoring

  • Build a robust quality assurance framework supported by data analytics.
  • Define, measure, and report KPIs for incident resolution, user satisfaction, and SLA compliance.
  • Implement continual service improvement (CSI) programs.

    • 4. Compliance, Risk & Audit Readiness

  • Ensure audit preparedness and compliance to ITSM, GxP, SOX, and internal governance policies.
  • Collaborate with Change & Audit teams to ensure adherence and documentation.
  • Drive proactive risk identification and mitigation in service operations.

    • 5. Process Optimization & Standardization

  • Conduct end-to-end ITSM process assessments to reduce inefficiencies and enable scalability.
  • Partner with Master Data Management and PMO teams to align service workflows and reporting.
  • Introduce automation, AI/ML, and self-service capabilities to enhance service assurance maturity.

    • Job Requirements

    Educational Qualifications:

  • Master's degree in Information Technology, Computer Science, or related field

    • Certifications:

  • ITIL v4, COBIT (preferred), ServiceNow or equivalent ITSM platform certifications

    • Experience:

  • Minimum 10 years in IT service delivery/assurance leadership roles
  • Proven experience managing global service operations in complex enterprise environments

    • Travel Estimate

    30%

    Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of incumbent(s).

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