CFS Lead- Pune- 8 to 14 Years of experience- Quick joiners preferred

Job description

Job description: Job Description – Cross Functional Services Lead (CFS Lead) Role Purpose The Cross Functional Services Lead (CFS Lead) is accountable for end-to-end service performance across multiple ITIL practices and delivery towers, ensuring seamless service integration, operational excellence, and customer outcomes. The role acts as the central orchestration point across infrastructure, applications, vendors, and support functions to deliver stable, compliant, and continuously improving IT services. Key Objectives • Ensure integrated service delivery across cross-functional teams  • Own service health, stability, and SLA compliance  • Drive ITIL-aligned governance, risk management, and continual improvement  • Act as the single escalation and decision authority for cross-tower issues Key Responsibilities (ITIL-Aligned) Service Ownership & Integration:  • Own end-to-end service performance across multiple towers  • Ensure service integration across ITIL practices    Service Operations & Stability:  • Govern major incidents (P1/P2) and cross-functional resolution  • Drive RCA and Problem Management    Governance & Compliance:  • Enforce ITIL processes and controls  • Ensure SLA and regulatory compliance    Change & Transition Oversight:  • Govern cross-functional changes and releases  • Support service transition and hypercare    Stakeholder & Vendor Management:  • Act as single point of accountability  • Govern multi-vendor performance    Continual Service Improvement:  • Drive CSI initiatives, automation, and standardization Key Metrics • SLA/SLO compliance  • Major incident MTTR  • Service availability and reliability  • Change success rate  • Customer satisfaction (CSAT) Required Skills & Experience Mandatory:  • Strong ITIL framework knowledge (ITIL 4 preferred)  • Experience in multi-tower service delivery  • Strong stakeholder and escalation management skills  Desirable: • ITIL 4 Managing Professional / Expert  • SIAM or multi-vendor experience  • Exposure to Automation, AIOps, DevOps, or SRE