IT Service Delivery Manager in Pune, भारत

Job Summary

We are seeking a highly organized, customer-focused IT Service Delivery Manager to serve as the regional service delivery leader for India, APAC, and EMEA within the global Employee Experience operating model. This role is accountable for regional execution, stakeholder engagement, service performance, escalation coordination, and end-user experience outcomes while partnering with global teams that own platforms, standards, tools, and lifecycle processes. The position works closely with regional D&IT leadership, business stakeholders, global Employee Experience teams, and external partners to deliver consistent, high-quality IT services that support employee owners across the OUS environment.

Scope & Impact-

Regional accountability for IT service delivery execution across India, APAC, and EMEA, operating as an extension of the global Employee Experience service delivery model. Ensures services are delivered in alignment with global standards, governance, ITIL practices, and experience objectives. Drives regional operational maturity by improving consistency, visibility, escalation effectiveness, and employee experience outcomes across supported locations.

Key Responsibilities

Service Delivery & Operations: Lead regional service delivery execution across India, APAC, and EMEA; monitor service performance, coordinate escalations, and ensure alignment with ITIL practices and global operating standards.

Stakeholder Management: Partner with regional business leaders, site administrative leaders, and regional D&IT leadership to understand business needs, capture voice of the customer feedback, and represent regional experience trends back into D&IT.

End-User Experience: Drive consistent, high-quality employee experience outcomes across supported regions, with focus on trust, ease, confidence, responsiveness, and service reliability.

Site Readiness: Coordinate regional IT readiness for office openings, moves, expansions, and relocations in partnership with global Employee Experience, infrastructure, workplace, and regional teams.

Onboarding & Asset Management: Support regional execution of onboarding, device readiness, and asset lifecycle processes in partnership with EUC, procurement, security, and other global process owners.

Process Improvement: Identify regional service gaps, improve standardization, support automation opportunities, and contribute to continuous improvement across the global service delivery model.

Vendor Management: Coordinate regional vendor performance, procurement activities, and service expectations in partnership with regional D&IT procurement and global vendor owners.

Governance & Reporting: Track KPIs, XLAs, service trends, risks, and action plans; support service reviews and maintain operational documentation that improves transparency and accountability.

Management Responsibilities

Acts as a project manager. Among responsibilities is management of a project team. The individual comprising this team may vary by project.