Manager - ITSM Operations

The Service Experience and Operations Manager is a Pune-based anchor leadership role accountable for connecting frontline service delivery, major incident leadership, service assurance and ITIL practice governance into one coherent global operating rhythm. Reporting to the Director - Service Management, the role will lead the Service Desk leadership layer, the Major Incident Management capability and designated ITIL governance roles positioned across the Service Experience & Frontline Operations and Service Operations & Control sub-towers.

The role combines the outcome focus of a Global Service Assurance & Performance Lead with the control and standards mandate of a Global Practice Governance Lead. It is accountable for reliable service operations, customer experience, process adherence, executive assurance, KPI/KRI governance and practice maturity rather than acting as the resolver for every operational issue. The successful candidate will lead managers and senior individual contributors, influence global technology towers and suppliers, and establish scalable ways of working for a growing insurance-sector GCC.