It Support • Lead

Who you are

You have extensive experience in IT service management, ideally with a background in leading teams and driving operational excellence. Your leadership style is collaborative, and you excel at mentoring team members to foster their professional growth. You understand the importance of establishing clear performance metrics and SLAs to monitor team efficiency and service quality. You are adept at managing resources, including hiring and onboarding, to ensure that your team meets business needs effectively.

You are committed to delivering exceptional IT support for internal customers, maintaining high levels of customer satisfaction. You have a strong understanding of support processes, including incident management and service request fulfillment, and you ensure adherence to global standards and policies. Your analytical skills allow you to develop and maintain comprehensive reporting on key performance indicators, which helps in driving continuous improvement within your team.

Desirable

Experience in a SaaS environment is a plus, as is familiarity with AI and data-driven decision-making processes. You are comfortable working in a fast-paced environment and can adapt to changing business needs while maintaining a focus on quality service delivery.

What you'll do

In this role, you will lead the IT Service team in India, providing both functional and disciplinary leadership. You will drive operational excellence by establishing clear performance metrics and reporting mechanisms to monitor team efficiency and service quality. Conducting regular performance reviews and one-on-one meetings will be essential to guide professional development and align team goals with departmental objectives.

You will manage all support processes, ensuring the delivery of exceptional IT support for all internal customers. This includes overseeing incident management and service request fulfillment, ensuring that your team adheres to global standards and policies. You will also be responsible for developing and maintaining comprehensive reporting on key performance indicators, which will help in identifying areas for improvement and driving a culture of continuous enhancement within your teams.

What we offer

At Celonis, you will be part of a dynamic and innovative company that is a leader in Process Intelligence technology. You will have the opportunity to work with a talented team and contribute to the company's mission of unlocking productivity through AI and data. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in making a significant impact in the world of business processes.