About the role
Job Description
Position
Head – IT Services
Incumbent
(Confidential)
Department
Information Technology
Function
IT – Services & Operations
Reporting to
Chief Technology Officer
Band
OL I
Location
Mumbai ( Mahape)
Team size (D/I)
80
Role Purpose
The Head of IT Services will be responsible for leading and managing the organization’s end-user IT services and workplace technology environment. The role will oversee endpoint management, IT asset management, inventory management, email and collaboration services, IT service delivery, and end-user support to ensure a secure, reliable, efficient, and seamless technology experience across the organization.
The incumbent will drive standardization, automation, governance, security compliance, and continuous improvement of IT services while managing internal teams and external service partners.
Key Responsibilities
1. End Point Management
Lead the end-to-end management of laptops, desktops, mobile devices, and other end-user computing devices.
Define and implement endpoint management, configuration, patching, security, and compliance standards.
Ensure timely provisioning, deployment, replacement, and decommissioning of end-user devices.
Drive centralized endpoint monitoring and management using appropriate tools and technologies.
Ensure compliance with information security and IT policies for all managed endpoints.
Improve endpoint performance, availability, and user experience.
2. IT Asset Management
Establish and manage the complete lifecycle of IT assets from procurement to disposal.
Ensure accurate tracking of hardware, software, licenses, and associated ownership.
Maintain proper asset allocation, movement, return, replacement, and disposal processes.
Implement controls to prevent asset loss, unauthorized usage, and inventory discrepancies.
Conduct periodic physical verification and reconciliation of IT assets.
Support internal and external audit requirements related to IT assets.
3. Inventory Management
Manage IT inventory, including spare laptops, desktops, peripherals, networking equipment, and other IT consumables.
Define optimum stock levels and ensure timely availability of critical IT inventory.
Monitor inventory utilization, ageing, and obsolescence.
Coordinate with procurement and vendors for timely replenishment.
Ensure accurate inventory records and reconciliation with asset management systems.
4. Email and Collaboration Services
Manage enterprise email services and associated collaboration platforms.
Ensure high availability, security, capacity management, and performance of email services.
Manage user onboarding, mailbox provisioning, access changes, and de-provisioning.
Establish controls for email security, retention, archival, and data protection.
Coordinate with cybersecurity teams to address phishing, spam, malware, and other email-related threats.
Manage email service providers and ensure adherence to agreed SLAs.
5. IT Service Delivery and End User Support
Ensure efficient and high-quality IT support services to employees across all locations.
Define and monitor SLAs, service quality metrics, and user satisfaction.
Oversee incident, service request, problem, and escalation management for end-user IT services.
Drive reduction in repeat incidents through root cause analysis and preventive actions.
Implement self-service, automation, and knowledge management initiatives to improve service efficiency.
6. IT Governance and Compliance
Establish policies, standards, and SOPs for endpoint, asset, inventory, and email management.
Ensure compliance with organizational policies, information security standards, and regulatory requirements applicable to NBFCs.
Support internal, statutory, and technology audits.
Track and close audit observations and control gaps within agreed timelines.
Maintain appropriate documentation and evidence for audits and governance reviews.
7. Vendor and Service Provider Management
Manage vendors and service partners supporting end-user IT services.
Define service expectations, SLAs, and performance measures.
Conduct periodic vendor performance reviews.
Manage commercial, operational, and service-related escalations.
Identify opportunities for service optimization and cost efficiency.
8. Team Leadership
Lead and develop a high-performing IT Services and End User Computing team.
Define team structure, roles, responsibilities, and performance objectives.
Build technical and operational capabilities within the team.
Drive a strong customer-service-oriented culture.
Key Skills and Competencies
Technical Skills
Endpoint and Unified Endpoint Management (UEM).
IT Asset Management and IT Inventory Management.
Enterprise Email and Collaboration Platforms.
IT Service Management (ITSM) and ITIL processes.
Endpoint security, patch management, and device compliance.
Identity and access management integration.
IT asset lifecycle and software license management.
Leadership Skills
Strong service delivery and operations management capabilities.
Experience in managing geographically distributed teams and service providers.
Excellent stakeholder management and communication skills.
Strong problem-solving and escalation management skills.
Ability to drive service transformation and automation.
Strong governance and control orientation.
Educational Qualification
Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related discipline.
ITIL, Microsoft, endpoint management, or other relevant certifications will be an added advantage.
Experience Required
15+ years of overall IT experience.
Minimum 5–8 years in a leadership role managing IT Services, End User Computing, or Workplace Technology.
Experience in Banking, NBFC, Financial Services, or other regulated industries will be preferred.
Proven experience in managing large-scale endpoint environments, IT assets, inventory, and enterprise email services.
Experience in managing internal teams, vendors, and managed service providers.
Key Success Measures
Endpoint availability and compliance.
Accuracy of IT asset and inventory records.
Reduction in asset loss and inventory discrepancies.
Timely provisioning and de-provisioning of IT services.
Email service availability and security.
SLA adherence and reduction in service resolution time.
End-user satisfaction.
Audit and compliance performance.
Service automation and operational efficiency.
Effective management of IT service costs.
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