Information Technology Service Delivery Lead

Role Overview

The Regional IT Service Delivery Lead is a senior leadership role responsible for owning end-to-end IT service delivery across India and the wider APMEA (Asia Pacific, Middle East & Africa) region. The role leads a large, geographically dispersed team of on-site and remote support engineers spanning multiple countries and time zones, drives service excellence across Level 1 and Level 2 operations, and acts as the primary IT leadership interface for regional business stakeholders. The Lead is accountable for service quality, SLA performance, team development, vendor governance, and continuous improvement across the region. Beyond technical delivery, the role carries a clear people leadership mandate building, coaching, and retaining a high-performing multi-country team — and a strategic dimension, aligning regional IT delivery with global standards and long-term business objectives.

Key Responsibilities

1. Regional IT Service Delivery Ownership (25%)

• Own end-to-end IT service delivery across India and APMEA locations, ensuring consistent quality, SLA adherence, and customer satisfaction across all sites and time zones.
• Manage and coordinate urgent and complex support issues, acting as the primary regional escalation point for all P1 and P2 incidents.
• Develop and mature phone and ticket escalation processes, including follow-the-sun handovers, to ensure seamless information flow across geographies.
• Determine root cause of issues and communicate findings appropriately to internal and external stakeholders.

2. Regional People Leadership & Team Development (20%)

• Recruit, onboard, coach, and retain a multi-country team of on-site and remote IT support engineers across India and APMEA; own performance management, career development planning, and succession for all direct reports.
• Set clear objectives and expectations for the regional team; manage schedules, rotas, and shift coverage across sites and time zones; foster a culture of accountability, collaboration, and continuous improvement.
• Build regional team capability through structured training programmes, certification pathways, and knowledge-sharing frameworks; liaise with global HR and L&D on capability development initiatives.

3. Reporting, Analytics & Continuous Improvement (15%)

• Provide KPI reporting and trend analysis to IT leadership and stakeholders on a weekly, monthly, and ad-hoc basis.
• Drive Ticket Deep Dive sessions and develop actionable improvement strategies.
• Establish the Service Desk as the single source of truth for IT service delivery.
• Monitor and manage the phone queue, participating in escalated calls as needed.

4. Service Quality, Governance & Compliance (15%)

• Oversee the solutions repository to ensure high-quality, current resolutions are available to all staff.
• Develop and manage Service Level Agreements (SLAs) and Business Level Agreements (BLAs).
• Create an effective framework for managing and continuously improving customer IT support.
• Serve as the regional IT leadership interface for business stakeholders; proactively advise senior management on service risks, capacity gaps, and opportunities for improvement across the region.

5. Strategic Planning, Vendor & Budget Management (10%)

• Manage the process for communicating outages and emergency activities across the organisation.
• Own regional vendor and partner relationships across India and APMEA; negotiate service terms, manage performance against KPIs, and escalate commercial issues to global procurement leadership as required.
• Manage the regional IT operating budget; review and approve purchase orders, track spend against forecast, and identify cost optimisation opportunities without compromising service quality.
• Analyse survey feedback to continuously improve services, tools, and support experience.
• Ensure confidentiality of all applicant, client, and company proprietary information.

6. Regional Strategy & Stakeholder Engagement (15%)

• Define and communicate the regional IT service delivery strategy in alignment with global IT roadmap; translate strategic objectives into actionable regional plans with clear milestones and ownership.
• Build and maintain trusted relationships with senior business stakeholders across India and APMEA; act as the primary IT leadership interface for regional business leaders, communicating service status, risks, and roadmap updates clearly and confidently.
• Lead regional IT transformation and change management initiatives; own change impact assessments, communication plans, and user adoption activities to ensure smooth technology transitions across the region.
• Collaborate with global IT leadership on cross-regional programmes; represent the India/APMEA region in global governance forums, steering committees, and operational reviews.
• Ensure regional compliance with local regulatory requirements (including India’s Digital Personal Data Protection (DPDP) Act 2023 and applicable APMEA data protection laws such as Singapore’s PDPA, the UAE PDPL, Australia’s Privacy Act, and South Africa’s POPIA), IT security policies, and relevant ISO standards; act as the regional point of accountability for IT audit and compliance reviews.

AI & Automation Capabilities

The Regional IT Service Delivery Lead is expected to understand and oversee AI-driven service capabilities across the following domains, directing their adoption and governance within the regional environment:

• AI Virtual Agents: Conversational chatbots (text and/or voice) for L0/L1 resolution across web, Microsoft Teams, and mobile channels.
• Intelligent Ticket Management: Automatic ticket creation, classification, categorisation, priority assignment, and routing using NLP/ML technologies.
• Self-Service Portal: Intuitive employee self-service for common requests with AI-assisted search and guided workflows.
• Agent Assist: In-console AI tools that surface recommended solutions, next-best-action guidance, and response drafts for live agents.
• Self-Healing Automation: Proactive remediations triggered before a ticket is raised (e.g., disk space management, print queue clearing, endpoint compliance).
• Knowledge Intelligence: AI-driven knowledge base with automatic article suggestion, gap analysis, and quality scoring.
• Predictive Analytics: Demand forecasting, SLA risk prediction, and proactive capacity planning.

Data Security & Privacy in AI

• Full compliance with India’s DPDP Act 2023 and all applicable APMEA data protection laws.
• No training of vendor AI models on company employee or business data without explicit written consent.
• Secure credential handling with zero standing access principles.
• Full audit logging of all AI decisions and automated actions.
• Adherence to data portability and deletion obligations in line with company data governance policies.

Education & Certifications

Education

• Bachelor of Engineering (IT or Computer Science), or equivalent degree/diploma in CS or IT (minimum requirement).

Required Certifications

ITIL Intermediate Certified

CompTIA A+

AZ-900: Microsoft Azure Fundamentals

MS-900: Microsoft 365 Fundamentals

Azure Active Directory Administration

Preferred Certification

CCNA: Cisco Certified Network Associate

Experience Requirements

• Minimum 10 years of progressive IT service delivery experience, including at least 3 years in a people management or team lead role with direct reports across multiple countries and locations.
• Solid understanding of infrastructure and End-User Computing (EUC) service delivery.
• Excellent analytical and problem-solving skills with a structured, data-driven approach.
• In-depth knowledge of networking, desktop engineering, datacentre systems, and associated technologies.
• Proven experience supporting desktops, laptops, and printers in small-to-mid-sized, geo-diverse environments.
• Strong working knowledge of ITSM-based ticketing tools such as ServiceNow, Remedy, SD+, ManageEngine, or equivalent.
• Experience managing IT service delivery in a regional or multi-country context, ideally across India and the APMEA region; familiarity with India and APMEA IT markets, labour regulations, and business cultures is a strong advantage.

Skills & Competencies

Technical Skills

• Power BI — advanced reporting, dashboard development, and data visualisation.
• Microsoft Excel — advanced analytical and reporting capabilities.
• ITSM platforms and service management tooling.
• AI/ML tooling for IT operations and automation platforms.

Leadership & Management Competencies

• People leadership — demonstrated ability to recruit, develop, and retain high-performing regional IT teams; proven track record of performance management, talent development, and building positive team culture across geographically dispersed locations.
• Strategic thinking & execution — ability to translate global IT strategy into regional delivery plans; experience defining regional IT roadmaps, setting priorities, and making sound operational decisions in complex, multi-stakeholder environments.
• Stakeholder management & executive communication — confident in presenting to senior business leaders; able to translate complex technical issues into clear business language; strong written and verbal communication in English (proficiency in additional regional languages such as Hindi or Arabic is desirable).
• Programme and project leadership — end-to-end delivery of IT programmes and projects across the region; proven experience in scope management, resource planning, risk governance, and benefits realisation in a multi-country environment.
• Change management & transformation leadership — experience leading technology change across regional organisations; ability to manage resistance, drive adoption, and maintain business continuity during periods of significant transformation.
• Decision-making under pressure — decisive and composed in high-pressure situations; able to balance speed and rigour when making operational decisions that affect regional service availability and business continuity.
• Commercial and financial acumen — ability to own a regional IT budget, manage costs against forecasts, build business cases for technology investments, and articulate the commercial value of IT service improvements to business stakeholders.
• Cross-cultural leadership — experience leading diverse, multi-national teams; sensitivity to cultural differences in working styles, communication preferences, and professional expectations across APMEA geographies.

Additional Requirements

• Willingness to travel regularly across India and APMEA hub locations (estimated 20-30% travel); occasional international travel to global sites for leadership meetings and governance forums.
• Flexibility to work in shifts and be available outside standard business hours, including across multiple time zones, as required by the business.
• Proficient use of email, internet, and enterprise collaboration tools.
• High integrity and commitment to maintaining the confidentiality of all client, applicant, and company information.