Head

Global Head-IT Service Assurance

Sun Pharmaceutical Industries·Posted 2 months ago

Location

All India

Experience

10–14 years

Required Skills

IT Service DeliveryService AssuranceITSMComplianceRisk ManagementQuality AssuranceProcess OptimizationStandardizationData AnalyticsIT GovernanceChange ManagementAutomationMLServiceNowITILCOBITIncident ResolutionSLA AdherenceAudit ReadinessAI

About the Role

As the Head of Global IT Service Assurance, your primary role is to oversee centralized IT service delivery and assurance functions across the enterprise. Your responsibility includes 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, you will foster a culture of accountability, operational efficiency, and customer centricity across all service touchpoints.

Key Responsibilities: - Develop 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

• Lead 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

• 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

• 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

• 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
Qualifications Required: - Master's degree in Information Technology, Computer Science, or related field
• Certifications in ITIL v4, COBIT preferred

• ServiceNow or equivalent ITSM platform certifications
The preceding job description provides a general overview of the role's responsibilities and requirements. It is essential to note that the employer may change these duties and assign comparable or additional responsibilities based on the incumbent's experience and background. As the Head of Global IT Service Assurance, your primary role is to oversee centralized IT service delivery and assurance functions across the enterprise. Your responsibility includes 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, you will foster a culture of accountability, operational efficiency, and customer centricity across all service touchpoints.
Key Responsibilities: - Develop 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

• Lead 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

• 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

• 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

• 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

Qualifications Required:

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

• Certifications in ITIL v4, COBIT preferred

• ServiceNow or equivalent ITSM platform certifications

The preceding job description provides a general overview of the role's responsibilities and requirements. It is essential to note that the employer may change these duties and assign comparable or additional responsibilities based on the incumbent's experience and background.

Land this role fasterProfessional

🎙️