About the Role
Roles & Responsibilities:
1. Service Delivery Excellence & Governance
Own end-to-end operational performance for IT Support portfolio
Ensure ?98% CKPIF compliance across all clusters
Monitor service metrics (MTTR, FCR, backlog, ticket aging, escalation trends)
Establish and run portfolio-level governance forums
Oversee major incident management and escalation resolution
Ensure corrective and preventive actions (CAPA) are implemented
Review and validate QBR inputs prepared by SDMs
Maintain zero critical unresolved escalations beyond SLA
2. Process Harmonization & Standardization
Design and enforce standardized processes across accounts/clusters
Ensure adoption of unified tool...
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