Service Lead of IT Service Center - Remote

Overview

As the Lead of the India IT Service Center, you will oversee local support for ZURU’s India team and remote support for international offices, partnering with the HQ IT team to establish standardized IT service processes.

In Short

• Oversee IT service management for India and remote offices.
• Collaborate with HQ to develop IT service processes and standards.
• Build and maintain a comprehensive ITSC knowledge base.
• Ensure compliance with global IT standards in daily operations.
• Develop training programs for India staff on HQ processes.
• Analyze support data to optimize processes.
• Facilitate knowledge sharing between teams.
• Drive initiatives for enhanced remote support efficiency.
• Report on ITSC performance to HQ.
• Manage a team focused on L1 service management.

Requirements

• 5+ years in IT service management, with 3+ years leading teams.
• Experience with ITIL and ISO 20000 frameworks.
• Familiarity with knowledge base management tools.
• Strong understanding of HQ-managed central systems.
• Excellent communication skills.
• Proven track record in implementing global standards.
• Proficiency in data analysis.
• Certifications such as ITIL, MCSE, CCNA are advantageous.

Benefits

• Opportunity to work in a multinational team.
• Contribute to innovative IT service processes.
• Flexible work environment with remote support.
• Professional development and training programs.
• Engage in cross-regional collaboration.