Vice President, IT Service Management

KEY OBJECTIVES:

Leads enterprise IT service operations, ensuring high availability, SLA compliance, and alignment with business objectives across multiple BPO sites. This role develops IT service strategy, governance, and transformation initiatives, manages IT leaders, and drives continuous improvement and operational excellence to support scalable and reliable IT operations.

JOB SPECIFICATIONS:

Education:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or Computer Engineering.
• Master's degree in IT Management, Business Administration (MBA), or Technology Leadership is preferred.

Required Skills and Work Experience:

• 10–15 years of IT experience, with at least 5 years in leadership roles managing multi-site or enterprise IT services.
• Proven experience in IT service strategy, operations, and service delivery management.
• Strong knowledge of ITIL/ITSM frameworks, SLA management, and performance monitoring.
• Experience in developing and enforcing IT governance, compliance, and risk management programs.
• Ability to manage IT leaders and cross-functional teams, fostering high performance and accountability.
• Strong stakeholder engagement and client relationship management skills to align IT services with business objectives.
• Demonstrated experience in driving digital transformation, automation, and continuous improvement initiatives.
• Strong analytical, strategic thinking, and decision-making abilities in complex IT environments.

Certifications (not required but an advantage):

• ITIL 4 Strategic Leader or Managing Professional
• Project Management Professional (PMP)
• Lean Six Sigma Black Belt
• COBIT 2019 Foundation or Practitioner

WORKING CONDITIONS:

Shifting schedules; office-based; 5 days a week