Manager, Digital IT Service

📋 Description

• • As the Manager of Digital IT Service at Celonis SE, you will be instrumental in leading and shaping our IT Service team based in Bangalore, India. This pivotal role is designed for an experienced leader passionate about driving operational excellence, fostering a culture of continuous improvement, and ensuring strategic alignment across all internal IT support functions. You will be the driving force behind delivering high-quality, reliable IT services that empower our global workforce and contribute directly to Celonis's rapid growth as a leader in Process Intelligence technology.
• • Your primary responsibility will be to provide comprehensive functional and disciplinary leadership to the IT Service team in India. This involves not just managing day-to-day operations but also actively mentoring and developing your team members, guiding their professional growth, and ensuring their alignment with both departmental objectives and the broader company vision. You will cultivate an environment where performance is recognized, and continuous learning is encouraged.
• • A key aspect of this role is driving operational excellence through the establishment and rigorous monitoring of clear performance metrics, Service Level Agreements (SLAs), and robust reporting mechanisms. You will be accountable for ensuring that the team consistently meets and exceeds service quality standards, proactively identifying areas for improvement and implementing effective solutions.
• • You will conduct regular performance reviews and one-on-one meetings, providing constructive feedback and support to help each team member achieve their full potential. This includes strategic resource management, encompassing the entire employee lifecycle from hiring and onboarding to scaling the team effectively to meet evolving business demands and project timelines.
• • Ensuring the delivery of exceptional IT support to all internal customers is paramount. You will oversee all support processes, including efficient incident management and timely service request fulfillment, ensuring strict adherence to global IT standards, policies, and best practices. Your focus will be on maintaining high levels of customer satisfaction, making IT a true enabler for the business.
• • A significant part of your role will involve developing and maintaining comprehensive reporting on key performance indicators (KPIs), service levels, and operational metrics. You will be expected to present these performance reports, along with strategic insights and actionable recommendations, to the Head of Global IT Service, clearly articulating achievements, challenges, and proposed improvements.
• • You will oversee and optimize the shift schedule for our extended-hours support operations, ensuring adequate coverage and efficient resource allocation across all relevant time zones. Establishing and enforcing clear shift handover processes will be crucial for ensuring a seamless transition of ongoing issues and maintaining a consistent, high level of service across all shifts, 24/7.
• • Continuous monitoring of real-time performance of shift teams will be essential. You will proactively identify and address any operational gaps, resource constraints, or potential disruptions to maintain service continuity and minimize impact on end-users.
• • Collaboration is key to success. You will actively partner with local, regional, and global IT teams to enhance service delivery capabilities and contribute to the overall IT strategy. This includes championing the adoption of new technologies and processes that can improve efficiency, streamline workflows, and elevate the user experience for all Celonis employees.
• • You will also lead and contribute to key internal IT projects, ensuring their successful execution, timely delivery, and alignment with overarching business goals. This requires a strategic mindset, strong project management skills, and the ability to navigate complex technical landscapes.
• • This role demands a highly customer-oriented mindset, a proactive and independent working style, and a strong sense of ownership and urgency. You will lead by example, inspiring your team to achieve excellence and embody Celonis's core values.
• • Ultimately, you will be a key player in ensuring that Celonis's internal IT infrastructure and support systems are robust, reliable, and scalable, enabling our continued global expansion and success in the Process Intelligence market.