Vice President, IT Operations

Job Description Summary The Vice President, IT Operations (India) will play a pivotal role in leading and overseeing the IT operations function across India, serving as the strategic leader for over 5000 IT Managed Services resources. This critical position will be responsible for establishing India as a global hub for 24/7 IT operations, driving a "follow-the-sun" support model that enables world-class service delivery. The VP will work closely with global teams to ensure seamless, efficient, and cost-effective IT operations and will drive the adoption of AI and automation to deliver the highest standards of service while ensuring optimal cost management. The role will also oversee the Managed Service Provider (MSP) team, ensuring that they are inspired and consistently meeting SLA agreements.

Job Description

The Vice President - IT Operations (India) will play a pivotal role in leading and overseeing the IT operations function across India, serving as the strategic leader for over 5000 IT Managed Services resources. This critical position will be responsible for establishing India as a global hub for 24/7 IT operations, driving a "follow-the-sun" support model that enables world-class service delivery. The VP will work closely with global teams to ensure seamless, efficient, and cost-effective IT operations and will drive the adoption of AI and automation to deliver the highest standards of service while ensuring optimal cost management. The role will also oversee the Managed Service Provider (MSP) team, ensuring that they are inspired and consistently meeting SLA agreements.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Position Overview:

The Executive - IT Operations (India) will play a pivotal role in leading and overseeing the IT operations function across India, serving as the strategic leader for over 5000 IT Managed Services resources. This critical position will be responsible for establishing India as a global hub for 24/7 IT operations, driving a "follow-the-sun" support model that enables world-class service delivery. The VP will work closely with global teams to ensure seamless, efficient, and cost-effective IT operations and will drive the adoption of AI and automation to deliver the highest standards of service while ensuring optimal cost management. The role will also oversee the Managed Service Provider (MSP) team, ensuring that they are inspired and consistently meeting SLA agreements.

Key Responsibilities:

Strategic Leadership of IT Operations:

• Oversee all aspects of IT operations in India, ensuring alignment with global IT goals and business priorities.
• Lead and inspire a large team of IT professionals, including Sr. Directors of Application Managed Services, Digital Workplace End User Support, and Cross-Functional Services (Change Management, Monitoring, and Major Incident Management).
• Drive a "follow-the-sun" support model, ensuring global service delivery with a focus on 24/7 operations.

Global IT Operations Hub:

• Build and develop India as the global hub for IT operations, leveraging local talent to deliver services across time zones, ensuring seamless 24/7 support.
• Work closely with global teams to ensure high-quality, consistent service delivery while optimizing costs.
• Establish operational frameworks and processes for incident management, change management, major incident management, and other IT service management areas.

Operational Excellence Service Delivery:

• Develop and execute strategies to ensure high-quality, reliable, and efficient IT service delivery, maintaining SLA compliance across all services.
• Ensure the India team delivers world-class service with the most cost-effective operational models, leveraging automation, AI, and other advanced technologies to optimize service delivery.
• Oversee and continually improve operational processes, making sure they are aligned with global best practices and organizational goals.

Team Management Development:

• Manage and mentor Sr. Directors of key IT operations areas, including Application Managed Services, Digital Workplace End User Support, and Cross-Functional Services.
• Build a collaborative and high-performance culture, ensuring that the team is engaged, empowered, and aligned with business objectives.
• Focus on talent development, skill-building, and leadership training to build a robust, future-ready IT operations team.

MSP Relationship SLA Management:

• Oversee the MSP relationships, ensuring that the teams are motivated, well-equipped, and consistently meeting SLAs and performance metrics.
• Establish strong feedback loops and communication channels with MSP teams to monitor performance, resolve issues, and drive continuous improvement.
• Ensure alignment between internal IT teams and MSPs to deliver on-time and quality services for global operations.

AI Automation Integration:

• Champion the adoption of AI and automation to enhance service delivery and improve operational efficiency.
• Identify and implement automation opportunities to streamline workflows, reduce manual tasks, and drive scalability.
• Stay abreast of industry trends and emerging technologies to continuously innovate and improve service offerings.

Budgeting Cost Optimization:

• Lead the budgeting process for IT operations, ensuring alignment with organizational financial goals while maintaining the highest service standards.
• Drive cost optimization strategies to deliver world-class service in the most cost-effective manner, ensuring resource allocation is efficient and effective.
• Evaluate and drive ROI for IT operations investments, focusing on leveraging the global resources to provide value to the business.

Stakeholder Executive Management:

• Act as a senior leader and key point of contact for all IT operations matters, representing India s role in the global IT operations strategy.
• Collaborate with senior leadership to ensure IT operations align with broader business objectives, ensuring full support for operational initiatives and goals.

Innovation Continuous Improvement:

• Lead continuous improvement initiatives, leveraging feedback and performance metrics to refine operations and enhance service delivery.
• Develop and implement strategies to continuously evolve IT operations to meet the changing needs of the business, adopting new tools, technologies, and methodologies.

Key Result Areas (KRA):

Global IT Operations Hub Development:

• Successfully establish and maintain India as a 24/7 global IT operations hub, ensuring smooth coordination with global teams and optimized service delivery across all time zones.

SLA Service Delivery Excellence:

• Ensure the MSP and internal teams meet or exceed SLA expectations, with a focus on quality, efficiency, and customer satisfaction.

AI Automation Impact:

• Implement AI and automation solutions to optimize operations, reduce costs, and increase service delivery efficiency. Cost Optimization Budget Management:
• Effectively manage the IT operations budget, delivering world-class services in a cost-effective manner, ensuring financial targets are met.

Team Engagement Development:

• Build and maintain a high-performing, engaged IT operations team that is aligned with the company s strategic goals and delivers exceptional results.

Innovation Continuous Improvement:

• Drive innovation in IT operations and implement continuous improvement initiatives, ensuring that IT services evolve with the needs of the business.

Qualifications and Experience

• Bachelor s or master s degree in computer science, Information Technology, Engineering, or related field. Relevant certifications (e.g., ITIL, PMP, CISSP, Lean Six Sigma) are highly desirable.
• 15+ years of experience in IT operations, with at least 8 years in senior leadership roles overseeing large, global teams.
• Extensive experience managing IT managed services, with proven expertise in overseeing complex, 24/7 global IT operations.
• Strong background in building and optimizing IT operations processes, including incident management, change management, and major incident management.
• Demonstrated experience in driving the adoption of AI, automation, and innovative technologies to enhance service delivery and operational efficiency.
• Proven ability to manage large-scale teams (5000+ resources) and deliver services across multiple geographies and time zones.
• Experience working in a multi-vendor environment and managing Managed Service Providers (MSPs) to meet SLA agreements.

Skills Competencies:

• Exceptional leadership, communication, and interpersonal skills, with the ability to engage and inspire large teams.
• Strong financial acumen, with the ability to manage budgets and cost optimization strategies while maintaining service quality.
• Expertise in implementing operational best practices and driving continuous improvement across IT operations.
• In-depth knowledge of IT infrastructure, application management, and security best practices.
• Ability to build collaborative relationships with internal and external stakeholders to ensure alignment and successful service delivery.

Additional Information:

• Location: This position is based in India.
• Travel: Occasional travel may be required to global offices and for meetings with key stakeholders.

Additional Information