Sr IT Service Delivery

Sr IT Service Delivery Department: Engineering Team: Technical Program Manager Location: Bangalore, India Type: Full-Time **About the Role** You will report to the Head of Global IT Support & IT Supply Chain and own the operational maturity of our global IT Service Desk. The role carries direct accountability for the roadmap behind cross-functional programs that change how we support 30,000+ employees across 300+ offices. Day to day, you will run our shift-left and AI-first programs: growing virtual-agent deflection, merging Tier 2 and application operations into a single administration team, and restructuring vendor contracts around automation and reliability outcomes instead of headcount. You will set SLA standards, lead executive-level escalations, and make the calls on where to invest engineering effort versus vendor capacity. \-\-\-\- What the Candidate Will Do ---- 1. Own the regional IT Service Delivery roadmap. Use operational data to find systemic gaps and design strategies that keep support capacity ahead of business growth. 2. Run the shift-left and AI-first program: grow virtual-agent ticket deflection past 200K per year, consolidate Tier 2 and application operations into one team, and bring Tier 3 into IT Ops so escalations stay under one roof. 3. Set and enforce SLA, QA, and vendor-governance standards across managed service providers. Restructure vendor compensation so it rewards deflection, auto-resolution, mean time to resolve, and quality—not headcount. 4. Act as the final escalation point for high-stakes technical incidents. Coordinate rapid response across engineering, security, and business technology teams, and own crisis communication to executives. 5. Run a portfolio of global initiatives (office launches, M&A integrations, major tool rollouts). Manage dependencies, critical paths, and resource constraints across parallel workstreams. \-\-\-\- Basic Qualifications ---- 1. 8+ years in IT program management or IT operations leadership, with direct experience managing global or multi-regional service delivery teams. 2. Track record of driving operational tran