IT Service Management Lead

About the Role

This is an exceptional opportunity to lead a growing team supporting mission-critical IT operations for a global financial organization and group functions. You'll provide thought leadership for key operational processes while overseeing and developing our Operations team in Bangalore and managing operations with our IT Vendor based in Hyderabad. This high-visibility role offers engagement with global senior leaders and encompasses both operational excellence and strategic initiatives in a multinational environment.

Key Responsibilities

• Become a Financial Close Expert - Drive operational and team maturity topics in our critical financial close process
• Lead and Develop Talent - Mentor and grow our FCM&O team in Bangalore through performance reviews, competency development, and coaching on stakeholder management
• Ensure Service Excellence - Oversee outsourced services, drive adherence to ITIL processes, define SLAs/KPIs, ensure and report on performance metrics, and maintain operational documentation
• Build Strategic Relationships - Develop strong connections with senior stakeholders across IT and business functions while handling escalations effectively
• Drive Continuous Improvement - Identify and implement initiatives to enhance efficiency, quality, and automation
• Provide Actionable Insights - Consolidate service performance metrics and identify trends for leadership reporting
• Point of Contact for IT Vendor - Serve as the primary liaison for our IT vendor based in Hyderabad

About the Team

The Finance Closing Management and Operations team offers a dynamic international experience with a diverse set of functions operating in a constantly evolving landscape, ensuring a unique and educational journey. We prioritize agility, platform stability, and a passion for continuous learning, providing exposure to essential processes globally. The team takes the lead in the end-to-end financial close and in many other areas of operations, driving operational excellence, governance, continuous improvement, and stakeholder satisfaction across multiple service lines, ensuring our key applications support a global audience 24*7.

About You

You're a results-oriented, hands-on leader with fluent English skills who thrives under tight deadlines and embraces continuous learning. You have the confidence to challenge the status quo, the expertise to become a subject matter expert, and the ability to manage a complex application landscape, understanding dependencies and business criticality.

We are looking for candidates who meet these requirements:

• 8–12 years of experience in IT service delivery, operations, or application support
• Proven experience managing complex, highly governed processes, ideally within a regulated financial institution
• Strong stakeholder management and influencing skills in a global environment
• Excellent planning and orchestration skills across large cross-functional teams
• Strong understanding of ITIL processes and governance frameworks
• Prior experience leading Service Delivery Managers or similar roles
• Bachelor's degree in Computer Science, Information Technology, Engineering, or similar field
• ITIL Foundation certification (higher-level ITIL certifications preferred)

These are additional nice to haves:

• Experience in financial services IT (banking, insurance, reinsurance, or corporate finance systems)
• Proficiency with reporting tools, SLAs/KPIs, dashboards, and service management platforms (e.g., ServiceNow)
• Exposure to operations in a distributed, public cloud infrastructure environment
• Additional certifications in service management or leadership development
• Strong leadership presence with the ability to drive accountability
• Excellent communication skills with a confident stakeholder management style
• Highly organized, detail-oriented, and disciplined approach to work
• Calm demeanour under pressure, especially during critical incidents or major escalations
• Collaborative, empathetic leadership style with ability to motivate teams