DL
Cross-Functional Services Lead
Diverse Lynx India
🇮🇳 India
On-site
Staff / Principal
3 weeks ago
- ITIL
- Incident Management
- Change Management
- ServiceNow
3 weeks ago
We are looking for a seasonedService Management Head / Cross Functional Services (CFS) Lead to provide end-to-end service leadership for ICICI Bank. This role will serve as the single point of accountability for Service Management governance, operational excellence, customer satisfaction, SLA performance, service transformation, and executive stakeholder management across Infrastructure and Application services.
The individual will lead large cross-functional teams, drive service recovery and transformation initiatives, manage critical customer escalations, and build a high-performance service organization capable of operating in a demanding BFSI environment.
Key Responsibilities
Service Leadership & Governance
- Act as the single accountable owner for end-to-end CFS Service Management.
- Govern service delivery across Infrastructure, Applications, Security, Network, Database, Middleware, Cloud, and End User Services.
- Establish strong ownership, accountability, and service governance across all support functions.
- Drive operational excellence, service stability, and customer satisfaction.
ITSM Process Ownership
Provide leadership across all key ITIL processes:
- Incident Management
- Major Incident Management
- Problem Management
- Change Management
- Service Request Management
- Service Level Management
- Knowledge Management
- Release & Deployment Management
- Availability, Capacity & Continuity Management
- Configuration & Asset Management (CMDB)
SLA & Service Excellence
- Own SLA governance, compliance, reporting, and recovery plans.
- Drive SLA improvement initiatives and service stabilization programs.
- Improve process adherence, automation, reporting accuracy, and operational maturity.
- Lead Service Improvement Plans (SIPs) and Continuous Service Improvement (CSI) initiatives.
Customer & Stakeholder Management
- Act as the primary interface for ICICI Bank leadership.
- Build strong relationships with CIO, CTO, Infrastructure, Application, and Business leaders.
- Lead executive governance forums, service reviews, and escalation management.
- Drive customer confidence, service transparency, and CSAT improvement.
Major Incident, Risk & Compliance
- Lead war rooms, crisis management, and executive communications during critical incidents.
- Ensure high-quality RCA governance and preventive action tracking.
- Maintain service risk registers and drive mitigation plans.
- Ensure compliance with banking, audit, security, and regulatory requirements.
People Leadership
- Lead and mentor teams of 500+ resources across multiple service towers.
- Drive performance management, capability building, talent development, and succession planning.
- Foster a customer-centric, collaborative, and high-accountability culture.
Transformation & Automation
- Drive ServiceNow adoption, process maturity, and automation initiatives.
- Improve service efficiency, productivity, and operational effectiveness.
- Lead large-scale service transformation and operational excellence programs.
Mandatory Experience
- 20+ years of overall IT experience.
- Minimum of5+ yrs exp in BFSI domain
- Handled Indian customers (Like Banks) with at-least 5 years of experience
- 15+ years in Service Management leadership roles.
- Strong experience across allITSM/ITIL functions.
- Proven experience managinglarge BFSI/Banking customers.
- Experience leading Infrastructure and Application Managed Services engagements.
- Proven track record in SLA turnaround, service recovery, and customer satisfaction improvement.
- Experience managinglarge multi-vendor, multi-tower environments.
- Team leadership experience managing 500+ cross functional resources.
- Strong executive stakeholder and client-facing experience.
Critical Success Factors
- Strong ownership mindset and "make-it-happen" attitude.
- Excellent communication and executive presence.
- Strong customer relationship and stakeholder management skills.
- Proven client negotiation and conflict resolution capability.
- Ability to drive outcomes in complex and high-pressure environments.
- Exceptional governance, escalation, and service leadership skills.
Cross-Functional Services Lead · Diverse Lynx India