Head IT Services

This role is for one of Weekday’s clients
Salary range: Rs 5500000 - Rs 7000000 (ie INR 55 - 70 LPA)

Min Experience: 14+ years
Location: Mumbai
JobType: full-time

We are seeking an experienced and strategic Head of IT Services to lead the organization's IT service delivery, End User Computing (EUC), and workplace technology operations. The role will oversee endpoint management, IT asset and inventory management, enterprise email and collaboration services, and end-user support to ensure a secure, reliable, and seamless technology experience across the organization.

The incumbent will drive operational excellence through standardization, automation, governance, security compliance, and continuous service improvement. This role requires strong leadership capabilities, technical expertise, vendor management experience, and a customer-centric approach to managing IT services across multiple locations. Experience in banking, NBFCs, financial services, or other regulated industries will be an advantage.

Requirements

Roles & Responsibilities

1. Endpoint Management

• Lead the end-to-end management of laptops, desktops, mobile devices, and other end-user computing assets.
• Establish and implement endpoint management, configuration, patching, security, and compliance standards.
• Ensure timely device provisioning, deployment, replacement, and decommissioning.
• Implement centralized endpoint monitoring and management using appropriate tools and technologies.
• Ensure adherence to information security policies and organizational IT standards across all managed endpoints.
• Improve endpoint availability, performance, security, and overall user experience.

2. IT Asset Management

• Establish and manage the complete IT asset lifecycle, from procurement and allocation to maintenance, replacement, and disposal.
• Maintain accurate records of hardware, software, licenses, asset ownership, and allocation.
• Implement robust processes for asset movement, returns, replacements, and decommissioning.
• Establish controls to minimize asset loss, unauthorized usage, and inventory discrepancies.
• Conduct periodic physical verification and reconciliation of IT assets.
• Support internal, statutory, and external audits related to IT asset management.

3. IT Inventory Management

• Oversee IT inventory, including spare laptops, desktops, peripherals, networking equipment, and other IT consumables.
• Define optimal stock levels and ensure the timely availability of critical IT equipment.
• Monitor inventory utilization, ageing, and obsolescence to optimize resource allocation.
• Coordinate with procurement teams and vendors for timely replenishment.
• Maintain accurate inventory records and ensure reconciliation with asset management systems.

4. Enterprise Email & Collaboration Services

• Manage enterprise email services and collaboration platforms, ensuring availability, security, and performance.
• Oversee user onboarding, mailbox provisioning, access modifications, and de-provisioning.
• Establish controls for email security, retention, archiving, and data protection.
• Collaborate with cybersecurity teams to mitigate phishing, spam, malware, and other email-related threats.
• Manage service providers and ensure compliance with agreed service-level agreements (SLAs).
• Monitor capacity, service availability, and platform performance while driving continuous improvements.

5. IT Service Delivery & End-User Support

• Lead IT support operations to deliver efficient, high-quality services to employees across multiple locations.
• Define, implement, and monitor SLAs, service quality metrics, and end-user satisfaction measures.
• Oversee incident, service request, problem, and escalation management processes.
• Drive root cause analysis and preventive actions to reduce recurring incidents and improve resolution times.
• Implement self-service capabilities, automation, and knowledge management initiatives to enhance service efficiency.
• Establish consistent service delivery standards and ensure timely resolution of end-user issues.

6. IT Governance, Risk & Compliance

• Develop and maintain policies, standards, procedures, and SOPs for endpoint, asset, inventory, and email management.
• Ensure compliance with organizational policies, information security standards, and regulatory requirements applicable to NBFCs and other regulated environments.
• Support internal, statutory, and technology audits by maintaining accurate documentation and audit evidence.
• Track audit observations, identify control gaps, and ensure timely closure of remediation actions.
• Strengthen governance, operational controls, and risk management across IT service functions.

7. Vendor & Service Provider Management

• Manage vendors, external service providers, and managed service partners supporting IT services.
• Define service expectations, contractual obligations, SLAs, and performance indicators.
• Conduct periodic vendor reviews and monitor service quality, operational efficiency, and compliance.
• Handle commercial, operational, and service-related escalations.
• Identify opportunities to optimize vendor performance, reduce costs, and improve service delivery.

8. Team Leadership & Service Transformation

• Lead, mentor, and develop a high-performing IT Services and End User Computing team.
• Define team structures, responsibilities, performance objectives, and operational priorities.
• Build technical capabilities and strengthen service management practices across the team.
• Foster a customer-focused culture emphasizing accountability, responsiveness, and continuous improvement.
• Drive automation, process standardization, and service transformation initiatives to improve operational efficiency.

Requirements & Qualifications

• 15+ years of overall IT experience, with at least 5–8 years in a leadership role managing IT Services, End User Computing, or Workplace Technology.
• Proven experience managing large-scale endpoint environments, IT assets, inventory, and enterprise email services.
• Strong expertise in endpoint management and Unified Endpoint Management (UEM) solutions.
• Hands-on understanding of IT Asset Management, inventory controls, and software license management.
• Experience managing enterprise email and collaboration platforms.
• Strong knowledge of IT Service Management (ITSM), ITIL processes, incident management, problem management, and service delivery frameworks.
• Understanding of endpoint security, patch management, device compliance, and identity and access management integration.
• Demonstrated experience managing internal teams, geographically distributed operations, vendors, and managed service providers.
• Experience in banking, NBFCs, financial services, or other regulated industries is preferred.
• Excellent stakeholder management, communication, problem-solving, and escalation management skills.
• Strong governance, risk, compliance, and cost optimization orientation.
• Proven ability to implement automation and continuous improvement initiatives.

Educational Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline.
• ITIL, Microsoft, endpoint management, or other relevant technical certifications will be an added advantage.

Must-Have Skills

• Endpoint Management
• IT Asset Management
• Inventory Management

Good-to-Have Skills

• ITIL Certification
• Microsoft Certification
• Endpoint Management Certification

Key Performance Indicators (KPIs)

• Endpoint availability, performance, and security compliance.
• Accuracy of IT asset and inventory records.
• Reduction in asset loss, inventory discrepancies, and recurring incidents.
• Timely provisioning and de-provisioning of devices and IT services.
• Enterprise email availability, security, and reliability.
• SLA adherence and reduced service resolution times.
• Improved end-user satisfaction and service quality.
• Timely closure of audit observations and compliance gaps.
• Increased automation, operational efficiency, and process standardization.
• Effective management of IT service costs and vendor performance.