IT Director - Global IT Support Services

In this new senior level role for world class IT organization, the successful candidate would be responsible for managing IT's Global Support Operations Center out of Bangalore India COE. The candidate will have a proven track record of working with employees and partners to assess capabilities, make strategic sourcing decisions, and manage delivery of remote support services. This role will include management of Service Desk, NOC/SOC, Escalations, Monitoring, delivery of eService self-help content to increase ticket deflection.

A significant portion of these services are provided by Partners via Managed Service Provider (MSP) arrangements so therefore extensive experience in IT Service Operations and managing MSP's required.

This role requires a person with a broad IT Infrastructure Technical expertise to drive quick resolution for outages, innovative capabilities for remote service delivery, and leveraging automation to drive additional operational efficiency. The candidate must poses ability to analyze operational, financial and contractual information to determine service quality, identify improvements, and measure results. This individual will insure quality, CSAT, and performance is properly measured to achieve business outcomes.

SKILLS

- Proven track record of IT Consulting expertise and managing global Support Service delivery teams

- Possess Technical background in both Apps and Infrastructure services

- Possess strong partner management and negotiation skills

- Proven track record of process simplification and automation.

- Ability to analyze operational, financial, and contractual information

- Ability to work effectively with senior management

- Ability to lead, motivate and direct a workgroup

- Ability to drive accurate and timely decisions

Education Required: Masters

Experience Required: Typically requires 15+ years in IT with proven track record of managing global IT Support Services.