Company DescriptionBosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.Job DescriptionRoles & 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 SLA2. Process Harmonization & Standardization- Design and enforce standardized processes across accounts/clusters- Ensure adoption of unified tools, dashboards, and reporting templates across clusters- Eliminate account-level process deviations and redundancies with clusters/across clusters- Develop and publish portfolio playbooks and SOP frameworks- Partner with Quality function to improve process maturity- Ensure audit readiness across all IT Support clusters3. Automation & Operational Efficiency- Identify repetitive processes suitable for automation (RPA, AI, ticket automation)- Drive automation coverage in applicable IT Support workflows- Improve resource utilization to ?85%- Reduce repeat incidents through root cause elimination- Enable predictive analytics for demand and capacity planning- Drive cost optimization initiatives in collaboration with Delivery Head4. Customer Relationship & Portfolio Health- Ensure high customer satisfaction- Review customer feedback and escalation patterns- Partner with SDMs to drive service improvement plans- Support strategic customer conversations when required- Ensure contractual obligations are consistently fulfilled- Enable value-add initiatives within accounts5. People Leadership & Capability Development- Directly manage and develop 3–4 Service Delivery Managers- Drive accountability and performance management for SDMs- Ensure role clarity and governance discipline within clusters- Partner with Competency Lead to forecast skill needs- Support leadership development and succession planning- Maintain attrition <10% 10="" within="" portfolio-="" Drive="" internal="" stakeholder="" engagement="" score="" ?85%6.="" Transformation-="" Operationalize="" harmonized="" delivery="" models-="" Ensure="" cross-cluster="" integration="" and="" scalability-="" Promote="" reuse-first="" tech-first="" mindset-="" Participate="" in="" productization="" initiatives="" for="" IT="" Support="" services-="" Collaborate="" with="" CoE="" experts="" process="" tech="" maturity="" uplift-="" continuous="" improvement="" programs="" portfolio7.="" Financial="" &="" Capacity="" Management-="" Monitor="" portfolio-level="" margin="" performance-="" Optimize="" cost-to-serve="" across="" accounts-="" Approve="" monitor="" staffing="" plans-="" productivity="" improvements="" (x%YoY="" target)-="" budget="" adherence="" defined="" thresholdsQualificationsEducational="" qualification:-="" Bachelor’s="" degree="" Engineering,="" Computer="" Science,="" IT,="" or="" related="" field-="" ITIL="" ITSM="" certification="" (preferred)-="" Lean="" Six="" Sigma="" (preferred)Experience:-="" 15–20="" years="" Service="" Minimum="" leadership="" role="" managing="" managers-="" Experience="" multi-account="" service="" portfolios-="" Strong="" exposure="" to="" SLA-driven="" environments-="" automation,="" RPA,="" AI-led="" support="" models="" preferred-="" cross-functional="" governanceMandatory="" requires="" Skills:="" Leadership-="" people="" coaching="" capability-="" High="" accountability="" ownership="" Ability="" influence="" matrix="" structuresOperational-="" Deep="" understanding="" of="" frameworks-="" Solid="" data-driven="" decision-making="" ability-="" acumen="" (margin,="" cost-to-serve)Strategic-="" translate="" strategy="" into="" scalable="" operations-="" Transformation="" change="" management="" capabilityBehavioral-="" Structured="" thinking-="" Customer-centric="" Continuous="" orientation-="" communication="" managementPreferred="" Industry="" handling="" clients="" outside="" India<="" div=""/>