Head of IT Service Center - APAC

Head of IT

Leadership & Governance

Lead the India IT Service Center with full people leadership responsibility.

Provide functional leadership to regional IT teams across APAC.

Define and maintain service center operating models, processes, performance KPIs, and governance structures.

Ensure compliance with global IT standards, cybersecurity policies, and regulatory requirements.

Act as the primary escalation point for India and APAC IT operations.

Global Shared‑Service Delivery

Operate the India IT Service Center as a global delivery hub, providing services to all Nordex regions.

Ensure that delivery capabilities are aligned with global IT frameworks, architectures, and service models.

Maintain stable, high‑quality service operations across infrastructure, workplace, applications, and service desk services.

Coordinate with global operations teams to ensure seamless integration of the service center into global delivery flows.

Regional IT Service Management

Oversee IT service delivery and operational performance across India, Australia, China, and other APAC markets.

Ensure consistent SLA/OLA achievement and service continuity within the region.

Interface with local business leaders to ensure operational stability and transparency.

Global ITO Demand Process Integration

Enable the India Service Center to support the global demand pipeline effectively.

Align service center capacity, capabilities, and resources with global demand patterns and priorities.

Support global planning cycles by providing reliable forecasts, capacity plans, and performance insights.

Vendor & Partner Ecosystem Management

Manage strategic technology partners in areas such as:

Artificial Intelligence

Infrastructure operations

Cloud services

Software development

Govern vendor performance and negotiate contracts in alignment with global procurement guidelines.

Project & Transformation Delivery

Lead the regional implementation of global IT programs and services.

Ensure consistent adoption of global platforms and drive digitalization and automation initiatives within APAC.

Coordinate local change management activities.

Budget, Resource & Capability Management

Manage regional and India Service Center budgets, cost allocation, forecasting, and optimization.

Own workforce planning and hiring for the India Service Center.

Drive talent development, retention, and succession planning.

Security, Risk & Compliance

Ensure adherence to global cybersecurity controls and local regulatory requirements.

Own local business continuity and disaster recovery readiness.

Identify and mitigate operational risks across the service center and APAC IT landscape.

Education

Bachelor’s or master’s degree in computer science, Information Systems, or related technical field.

Certifications in ITIL, PMP/Prince2, Scrum, or equivalent frameworks.

Professional Experience

10+ years of IT leadership experience in multinational environments.

Proven experience managing IT service centers or shared‑service environments.

Strong background in vendor and partner management.

Experience in matrixed organizations with dual reporting lines.

Exposure to India’s IT ecosystem is an advantage.

Core Competencies

Strategic and operational leadership

Global stakeholder management

Vendor negotiation and governance

Service delivery excellence

Strong communication across cultures

Continuous improvement & digitalization mindset

Languages

English: Full professional proficiency (C1+)

Travel

Travel within APAC and to global corporate locations as required.

Has authority over:

Hiring, performance, and disciplinary actions for India Service Center teams

Vendor selection and contract management within global procurement guidelines and in alignment with global team

Approval of regional operational expenditures within delegated limits

Definition and enforcement of regional and service center processes

Does not own:

• Global architecture, platforms, or enterprise IT strategy
• Global budget ownership
• Final prioritization in global ITO demand cycles

 

Experience Level

Executive Level