Manager, Digital IT Services

Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world’s fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what’s possible. We invest heavily in advanced AI capabilities—specifically our Process Intelligence Graph—to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet. As the Manager of Digital IT Service, you will lead and manage our IT Service team in India. This is a critical 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. Service Delivery Reporting 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. Collaboration Strategy 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. Required Skills Experience 10+ of progressive experience in IT service management or a similar managerial 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 w ... (truncated, view full listing at source)