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...