Head of Digital IT Service
- Celonis
- 5 - 9 years
- Bengaluru
- 2 months ago
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Job Description
Were Celonis, the global leader in Process Intelligence technology and one of the worlds fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing AI, data and intelligence at the core of business processes - and for that, we need your help. Care to join us
As the Head of Digital IT Service, you will lead our IT Service team in India. This is a critical leadership role focused on driving operational excellence and strategic alignment across our support functions. You will be responsible for ensuring high-quality service delivery, and fostering a culture of continuous improvement and professional growth within your teams.
Key Responsibilities Leadership Performance Management - Lead and mentor the IT Service team in India, providing functional and disciplinary leadership.
- Drive operational excellence by following and establishing clear performance metrics, SLAs, and reporting mechanisms to monitor team efficiency and service quality.
- Conduct regular performance reviews and one-on-one meetings to guide professional development and align team goals with departmental objectives.
- Manage team resources, including hiring, onboarding, and scaling the teams to meet business needs.
- Ensure the delivery of exceptional IT support for all internal customers, maintaining high levels of customer satisfaction.
- Manage all support processes, including incident management, and service request fulfillment, ensuring adherence to global standards and policies
- Develop and maintain comprehensive reporting on key performance indicators (KPIs), service levels (SLAs), and operational metrics.
- Present regular performance reports and strategic insights to the Head of Global IT Service, highlighting achievements, challenges, and proposed improvements.
- Oversee and optimize the shift schedule for extended-hours support operations, ensuring adequate coverage and resource allocation across all time zones.
- Establish and enforce clear shift handover processes to ensure a smooth transition of ongoing issues and a consistent level of service across shifts.
- Monitor real-time performance of shift teams, proactively addressing any operational gaps or resource constraints to maintain service continuity.
- Actively partner with local, regional, and global teams to enhance service delivery and support the overall IT strategy.
- Champion the adoption of new technologies and processes to improve efficiency and the user experience.
- Lead and contribute to key Internal IT projects, ensuring successful execution and alignment with business goals.
- 12+ of progressive experience in IT service management or a similar leadership role, including direct people management.
- Proven experience in managing geographically distributed teams and driving performance improvement.
- Very strong expertise in IT infrastructure and support, including hardware, operating systems, networking, and cloud/SaaS platforms.
- In-depth knowledge of ITIL principles and experience using enterprise-level ticketing platforms like ServiceNow. ITIL certification is a strong plus.
- Excellent analytical and reporting skills with the ability to define, measure, and improve service levels and operational metrics.
- Exceptional communication and stakeholder management skills, with the ability to clearly articulate technical concepts and reports to both technical and non-technical audiences.
- Very strong customer oriented mindset
- Very strong independent and execution-oriented working style
- Demonstrated ability to lead by example with a sense of urgency and ownership.
- Fluent in written and spoken English.
What Celonis Can Offer You:
- Pioneer Innovation: Work with the leading, award-winning process mining technology, shaping the future of business.
- Accelerate Your Growth: Benefit from clear career paths, internal mobility, a dedicated learning program, and mentorship opportunities.
- Receive Exceptional Benefits: Including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, and much more . Interns and working students explore your benefits here .
- Prioritize Your Well-being: Access to resources such as gym subsidies, counseling, and well-being programs.
- Connect and Belong: Find community and support through dedicated inclusion and belonging programs.
- Make Meaningful Impact: Be part of a company driven by strong values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future.
- Collaborate Globally: Join a dynamic, international team of talented individuals.
- Empowered Environment: Contribute your ideas in an open culture with autonomous teams.
About Us:
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Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Head - Tech SupportEmployement Type: Full timeContact Details:
Company: CelonisLocation(s): Bengaluru+ View Contact
Keyskills: Mining Ticketing Operational excellence Networking Performance management Analytical Incident management Continuous improvement Stakeholder management Operations
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