*IT Service Delivery Lead – Central Asia \& India**
*Purpose**
IT Service Delivery Lead – Central Asia \& India is the senior IT leader responsible for the end‑to‑end delivery, quality, and performance of all IT services within the assigned region, ensuring alignment with global ITSM standards, frameworks, and service governance.
This role provides regional leadership and operational governance, ensuring that interactions between regional teams, Global IT Operations, Global IT Infrastructure, and other teams such as Business Applications run smoothly and efficiently.
The position ensures that global processes, SLAs, experience standards, and controls are consistently executed while representing regional needs to global leadership. This role plays a key part in driving service maturity, operational excellence, and user satisfaction.
*KPIs**
*Operational excellence**
Regional Service Desk and On\-Site Mean Time to Resolve (MTTR) and Mean Time to Acknowledge (MTTA)
Regional SLA adherence for incidents, requests, and service operations
Regional Critical Incidents rate
*Service quality and customer experience**
User satisfaction CSAT
Satisfaction survey answering index
*Organizational performance**
Capability development and certification progress
Delivery of automation and continuous improvement initiatives
Cross\-functional partnership effectiveness
*Key Responsibilities**
Lead and manage all IT service delivery activities in the region, ensuring consistent, high‑quality user experience.
Serve as the highest escalation point for regional service issues, outages, and major incidents.
Lead Global services locally for critical and major incidents (P1/P2\) when global leaders are off hours.
Represent the region in global IT service governance forums, bringing insights and local needs to global decision\-making.
Act as the primary IT operational interface for regional business leadership.
Communicate service performance, incidents, planned changes, and improvements clearly and proactively.
Engage with local site leaders, HR, Facilities, and Security to ensure technology readiness and operational alignment.
Drive effective execution of ITIL\-based processes (Incident, Problem, Change, Request, Knowledge) across the region.
Ensure adherence to the ITSM framework defined by the Global Head of ITSM.
Lead regional incident command activities for critical events and coordinate cross\-functional resolution.
Ensure that problem trends, root cause analysis, and change control follow global standards.
*Knowledge, Skills and Capabilities**
High integrity, accountability, and resilience in complex environments.
Strong knowledge of ITIL processes and service\-oriented operations.
Experience with EUC, infrastructure L2 support, ITSM platforms (ServiceNow preferred), monitoring, and ticket management.
Strong crisis management, prioritization, and decision‑making capabilities.
Ability to influence global IT strategies through regional insights
Excellent communication with global leaders, regional executives, and cross\-functional stakeholders.
Ability to balance business needs with global IT governance and standards.
Empathy, diplomacy, and professionalism when engaging with users and partners.
*Education, Language and Experience**
*Education**
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (required).
Master’s degree or MBA (preferred).
*Relevant certifications**
ITIL (Foundation, Intermediate, or Expert)
PMP or equivalent project/leadership certifications
*Languages**
High proficiency in English (required).
Additional languages beneficial depending on regional responsibilities.
*Experience**
5\+ years of experience in IT operations, service delivery, or IT support leadership.
Prior experience managing regional or multi‑site operations.
Strong foundation in ITIL, global service delivery, and SLA governance.
Experience working within global/matrix organizations.
*Travel**
20% global travel is expected in this position.
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