IT SSC Leader
Core
End-to-end leadership of IT Shared Services Center (SSC) operations, ensuring service quality, operational efficiency, and alignment with Global Business Services (GBS) structure.
Role type
Senior IT Shared Services Center (SSC) Lead
Builds
Stable, efficient IT service delivery across multiple support towers (L1-L3) for a global organization
Domain
IT Operations / Global Business Services (GBS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Management (ITSM), ServiceNow, ITIL processes, capacity planning, stakeholder management, operational reporting, multi-team leadership, financial management concepts
Preferred skills
Full Stack/Microsoft environment knowledge, knowledge management practices, budgeting and cost control
Technologies
ServiceNow, Microsoft-based environments
Responsibilities
Oversee day-to-day SSC operations and ticket escalations, coordinate with support leads (L1/L2) to prevent conflicts and resolve complex incidents, align medium-term capacity needs with GBS, monitor service performance (SLAs/SLOs) and drive continuous improvement, act as primary escalation point for major operational issues
Seniority
Senior, hands-on IC with strategic alignment
