IT Service Lead

- Liaise with IT teams to understand infrastructure requirements and provide relevant solutions

- Develop infrastructure plans that are aligned to the IT strategy by understanding organization's short term and long term IT infrastructure needs periodically

- Monitor the performance of the existing infrastructure facilities, identify the gaps and implement the necessary corrective actions

- Co-ordinate with internal or external IT resources to ensure the resolution of infrastructure related problems with minimal or no interruptions in the business operations

- Establish periodic IT infrastructure reviews to identify gaps / improvement areas through continuous evaluation of existing infrastructure

- Manage IT infrastructure inventory and related documentation on a periodic basis to have a visibility on the volume and utilization of the assets

- Identify vendors and standardise assets and technologies with defined level of specifications and performance to enable the procurement of IT products & services

- Evaluate, identify and negotiate with vendors/ contractors for infrastructure specific products and support services

- Negotiate rate contracts with the vendors for standard products and review it periodically to adjust terms or commercials wherever required

- Conduct periodical reviews with vendors to assess vendor performance to ensure delivery of agreed service levels

- Recommend new technology that will complement existing infrastructure to improve productivity

- Conduct feasibility studies on new technologies and approve for upgradation / improvement in the infrastructure systems

- Recommend upgrades and new systems to business to support the future technology needs of the organization

- Interact with location IT teams for their support needs and improvements in location IT infrastructure

- Review IT support to identify recurring issues to optimize user experience at locations

- Head Global Service Desk operations

- Ensure Service desk operations performed as per process and expectations

- Key Stake holder management and End User satisfaction

- Continually identify ways for service improvements

- Ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost-efficient manner

- Periodic review of agreed SLAs and achieve SLA targets.

- Prepare annual budget for the required services

- Tracking actuals vs budget.

- Cost and resource optimization.