IT Domain Lead

Descripción del puesto:

We are seeking a dynamic and hands-on IT Domain Lead to oversee both Application Maintenance (L2/L3/L4) and new build project initiatives. This role is pivotal in ensuring operational excellence, driving continuous improvement, and strengthening client relationships in a complex and demanding environment.
As the counterpart to the customer's Domain Lead, they will lead a team of approximately 25 technical professionals, primarily based offshore, and act as the central point of contact for all domain-related IT services and projects.
Key Responsibilities:

* Service Delivery & Operations
* Lead and manage end-to-end application maintenance (L2/L3/L4) and development projects.
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* Ensure high availability, performance, and quality of IT services within the domain.
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* Maintain tight control over operational metrics, SLAs, and incident/problem/change management processes.
* Project Management
* Plan, execute, and deliver IT projects on time and within budget.
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* Coordinate with cross-functional teams to ensure alignment with business goals.
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* Track progress, manage risks, and ensure timely escalation and resolution of issues.
* Client Relationship Management
* Serve as the primary interface with the customer's Domain Lead and other stakeholders.
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* Build trust and credibility through proactive communication, transparency, and consistent delivery.
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* Navigate complex stakeholder environments and manage expectations effectively.
* Continuous Improvement & Innovation
* Identify opportunities for process optimization, automation, and service enhancements.
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* Drive implementation of improvement initiatives and measure their impact.
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* Promote a culture of continuous learning and operational excellence.
* Team Leadership
* Lead, mentor, and develop a high-performing offshore team.
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* Foster collaboration, accountability, and knowledge sharing.
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* Ensure team members are aligned with project goals and customer expectations.
Required Skills & Qualifications

* Proven experience in IT service delivery, application maintenance, and project management.
* Strong understanding of ITIL frameworks and best practices.
* Strong understanding of project delivery frameworks including waterfall and agile methodologies.
* Demonstrated ability to manage offshore teams and complex stakeholder relationships.
* Hands-on approach with a keen eye for detail and operational control.
* Excellent communication, negotiation, and interpersonal skills.
* Experience working with demanding clients and managing escalations effectively.
* Proactive mindset with a track record of driving improvements and delivering results