Digital I&Ops Service & performance management lead-2

Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients.
Want to help us make a difference?
Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients.
Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles.
To meet our challenges, we are looking for a Digital I&Ops Service and performance management lead within the Digital team! This position will be located in Mumbai.
Our Team
Digital is a key enabler of the company strategy, with the ambition to innovate in our Business and operating models through the use of digital technologies.
If you want to be a part of a global and fast transforming team, working in a dynamic environment, join us!
Your mission? (position purpose)
The Digital I&Ops Service & Performance management lead leads the design, governance, and continuous improvement of IT service operations, performance management, and operational enablement across Global Digital.
The role ensures reliable, measurable, and optimized IT services by combining ITIL practices, observability, and Infrastructure & Operations (I&O)-driven automation capabilities.
He/She provides leadership in the implementation and continuous improvement of ITIL Service Management practices, including :
Service Operation (Event, Incident, Problem Management, and Request Fulfilment)
Service Design (Service Catalog, Service Level Management, Availability, IT Service Continuity, and Supplier/Vendor Management)
Service Transition (Change Management, Service Asset & Configuration Management, and Knowledge Management)
He/She drives the governance and delivery of IT Operations managed services (Infrastructure and Workplace), including contractual and operational performance.
He/She ensures effective measurement, reporting, and communication of IT services and application performance through dashboards and KPIs.
He/She fosters a strong service culture within the Global Digital organization, focused on service excellence and the continuous improvement and measurement of Digital Employee Experience (DEX).
He/She oversees and optimizes vendor and supplier performance, ensuring alignment with service commitments and business expectations.
He/She directly reports to the Digital I&Ops Service and Performance manager and will closely work with Global Digital.
Key accountabilities
Accountabilities may vary depending on specialization :
Global accountabilities:
Define, deploy, and govern end-to-end ITIL Service Management policies, processes, and procedures, ensuring increased control, standardization, and maturity of IT service delivery
Collect, analyze, and leverage ITSM and Digital Employee Experience (DEX) data to produce KPIs(Key Performance Indicator), CSFs (Critical Success Factor) , and operational metrics, providing actionable insights and trend reporting to stakeholders to drive service excellence and improve user satisfaction
Own the ITSM toolset strategy and roadmap, driving continuous improvement through automation, integration, and advanced analytics
Promote and embed ITIL best practices and a service-oriented culture across the Global Digital organization
Drive continuous improvement initiatives across IT operations, leveraging metrics, user feedback, and benchmarking to enhance service quality, efficiency, and user experience
Lead service maturity assessments and transformation initiatives to continuously improve IT service delivery capabilities
Depending on the area of specialization, the IT Operations & Performance Manager may be accountable for the following domains :
1. ITSM Process Management
(Incident, Change, Problem, Request Fulfilment, Asset & CMDB)
Define, implement, and continuously improve ITSM processes aligned with ITIL best practices
Ensure end-to-end process governance, adoption, and compliance across Global Digital and partners
Monitor process performance through KPIs and drive continuous improvement actions
Ensure effective integration between Incident, Problem, Change, Request, and Configuration processes
Lead maturity improvement initiatives (standardization, automation, quality)
2. ITSM Tooling Ownership
Own the ITSM platform strategy, roadmap, and governance
Ensure the tool supports business needs, ITIL processes, and integration with other systems
Drive automation, workflow optimization, and self-service capabilities
Manage relationships with tool vendors and ensure optimal usage
Ensure data quality, consistency, and reporting capabilities
3. IT Operations Performance, KPIs & Reporting
Define and maintain a standardized IT service performance framework (SLAs, OLAs, KPIs)
Monitor and report service availability, performance, and reliability (e.g., uptime, unplanned downtime, MTTR)
Provide executive dashboards and actionable insights
Drive data-driven decision-making and continuous service improvement
Ensure consistency and accuracy of operational data
4. Observability & Monitoring
Define and implement observability strategy (monitoring, logging, tracing)
Ensure proactive detection of incidents through effective event and alert management with providers
Improve service visibility across infrastructure, applications, and end-user experience
Reduce noise through alert rationalization and correlation
Enable predictive and proactive operations
5. Operations Automation (I&O Automation / AIOps)
Drive automation of operational processes (incident resolution, provisioning, maintenance)
Identify and eliminate manual, repetitive tasks
Implement auto-remediation and self-healing capabilities where appropriate
Leverage analytics and AIOps to improve operational efficiency and predict issues
Improve speed, consistency, and scalability of operations
6. Vendor & Contract Management
Govern IT service providers (Infrastructure, Workplace, Service Desk, etc.)
Ensure SLA compliance, service quality, and contractual commitments
Lead service reviews and performance governance (operational / steering committees)
Manage financial aspects (budget tracking, cost optimization, penalties)
Drive continuous improvement with partners
7. Managed Services & Operations Governance
Define and govern the operating model with managed service providers
Ensure clarity of roles, responsibilities (RACI), and escalation paths
Monitor operational performance end-to-end (beyond contract KPIs)
Ensure alignment between internal teams and external providers
8. IT Service Continuity & Disaster Recovery (DRP)
Define and maintain IT continuity and disaster recovery strategies
Plan, execute, and validate DRP tests
Ensure remediation of identified gaps
Ensure alignment with business continuity requirements and risk management
Maintain documentation and readiness
9. Digital Employee Experience (DEX)
Own the DEX strategy, governance, and tooling
Define and track DEX KPIs and improvement plans
Collaborate across IT and business teams to address user pain points
Promote a user-centric service culture
10. Service Availability & Configuration Management
Ensure the accuracy, completeness, and continuous update of the CMDB (Configuration Management DataBase )
Measure and report availability, performance, and reliability of IT services and solutions
Define, monitor, and ensure achievement of service availability targets (SLAs)
Identify risks and proactively prevent service degradation and outages
Support the management of major incidents, ensuring effective communication and coordination across all levels of the organization
Conduct Major/Critical Incident Reviews (post-mortems) and present findings and improvement actions to management
11. Knowledge Management
Define and govern AI-ready Knowledge Management practices, ensuring structured, high-quality, and reusable knowledge to accelerate incident resolution, enhance service quality, and enable automation, self-service, and intelligent operations.
12. Service Desk & User Support Management
Govern Service Desk operations (internal or external)
Monitor performance (SLA, FCR, response/resolution time)
Ensure high-quality user support and communication
Drive continuous improvement of Service Desk processes and user experience
Align Service Desk activities with DEX and business expectations
Specificities:
Each IT Operations & Performance Manager may have primary ownership of specific domains while contributing to others in a transversal manner.
What we will love about you
Technical applicative competencies
Good knowledge of IT services delivered to Roquette users and business stakeholde