VP - IT Operations Centre Lead (Service Desk, Monitoring & Service Management)
Vodafone Group (company site, opens in a new tab)PuneOn-siteDirect career pageEst. 35–60 LPA
Posted on 15 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage end-to-end IT Operations Centre (ITOC) operations across multiple delivery centres, including Service Desk, Monitoring, Transformation Programmes, and Service Management functions.
- Own operational excellence metrics including SLAs, KPIs, customer experience, service availability, cost optimisation, and budget management.
- Drive continuous improvement and automation initiatives while managing stakeholder expectations and operational escalations across a globally distributed team.
Minimum Requirements
- Proven experience managing multiple Service Desk functions and large-scale operational IT environments.
- Strong knowledge of Monitoring operations, Service Management practices, and transformation programme leadership.
- Experience in stakeholder management with senior leadership and Service Owners.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced leader with strategic capabilities in overseeing globally distributed IT Operations Centres combining operational governance and transformation delivery.
- Skilled in managing complex operational environments focusing on service stability, performance management, and automation-driven continuous improvement.
- Strong cross-functional stakeholder engagement and executive communication expertise to influence leadership and service owners.