Head of IT Support Operations

Overview

India

Work Location Mumbai

Who are V? As a global leader in ship management and marine services, we add value to a vessel’s operations. Operating around the clock and around the world, V. gives every client the quality and efficiency they need in every sector. Covering crew management and recruitment, quality ship management and technical services, together with supporting management and commercial services, V. has an unrivalled industry knowledge with performance assured. Our values, We Care, We Collaborate, We Challenge, We are Consistent, We Commit and Deliver, are at the heart of everything we do and they support our strategy of Investing in Talent. We are always interested in making contact with talented individuals - people who will demonstrate our values and deliver great service, for internal and external stakeholders.

Overall Purpose of The Job

• To lead, develop, and optimise the performance of V.Group’s Office and Vessel IT Support functions across India, Manila, and other regional locations. The role ensures the delivery of high-quality, customer-centric IT services to internal and external stakeholders, aligned with business priorities and SLAs.
• The postholder is responsible for ensuring the adoption and maturation of ITIL-based processes, driving service governance, and collaborating closely with the Service Management Office to enhance ITSM reporting, metrics and continual improvement.
• This is a key leadership role providing both operational direction and strategic input to the global IT Operations team, contributing directly to V.Group’s service management and digital transformation objectives.
  
  

• V.Group is undertaking an ambitious digital transformation programme designed to deliver operational excellence and a world-class technology experience across its global operations.
• The Head IT Support Operations plays a pivotal role in this transformation - leading geographically dispersed IT support teams, embedding ITIL best practices, and supporting the evolution of the Service Management Office (SMO) as a centre of service excellence.
• Through strong people leadership, governance, and continual improvement, this role ensures that technology services empower our people, enable efficient operations, and strengthen customer confidence in V.Group’s global digital capability.
  
  

• Provide strategic and operational leadership across multiple Office and Vessel IT teams, ensuring consistent, high-quality service delivery across all time zones.
• Translate the global IT service strategy into actionable goals, workforce plans, and performance targets aligned with business objectives.
• Partner with the Head of SMO to define, standardise, and enhance service governance frameworks, KPIs, and ITIL-aligned processes (Incident, Request, Problem, Change, and Knowledge Management).
• Act as a key escalation and decision point for complex, critical, or high-impact service issues, ensuring structured problem resolution and post-incident review.
• Contribute to service transformation initiatives, automation and digital enablement programmes supporting V.Group’s long-term IT strategy.
• Ensure compliance with IT governance, data protection, and audit requirements.
  
  

• Lead, manage, and develop geographically dispersed technical teams (Team Leaders, Analysts, and Technicians) across India and Manila, ensuring effective performance management and workforce capability development.
• Establish a structured coaching and mentoring culture that supports career progression, skills enhancement, and professional certification (e.g., ITIL).
• Promote employee engagement, inclusion, and wellbeing while fostering a collaborative and accountable team culture.
• Oversee recruitment, onboarding, and succession planning to ensure appropriate staffing levels and continuity of technical expertise.
• Conduct structured PDRs and ensure objectives align with departmental and organisational goals.
• Empower team leaders to take ownership of local delivery, driving consistency in performance, escalation management, and service improvement.
  
  

• Oversee all IT Support operations, ensuring that incidents, requests, and problems are managed and resolved within defined SLAs and to high quality standards.
• Drive continual service improvement through trend analysis, automation opportunities, and root cause elimination.
• Maintain 24/7 vessel support readiness, ensuring appropriate shift coverage and rapid response to global service needs.
• Ensure ticket workflows, documentation, and procedures are standardised and aligned with global ITSM processes.
• Collaborate with other IT teams (infrastructure, applications, and security) to ensure seamless, end-to-end service delivery.
• Support the delivery of operational IT projects including system rollouts, hardware refreshes, and asset lifecycle activities.
• Ensure compliance with information security standards and participate in service audits as required.
  
  

• Act as the IT Service Ambassador for all India-based offices and vessels, ensuring proactive, transparent communication with internal stakeholders and customers.
• Lead and participate in structured service review meetings (including bi-weekly sessions with external customers in the Singapore time zone).
• Effectively communicate technical information to non-technical audiences to support understanding and informed decision-making.
• Maintain strong collaboration with fleet superintendents, regional managers, and business units to ensure IT services align with operational requirements and customer expectations.
• Represent IT Support in IT forums and contribute to cross-functional service improvement initiatives.
  
  

• Produce detailed and accurate service performance reports (daily, weekly, and monthly) highlighting SLA achievement, trends, and improvement opportunities.
• Provide insight-driven recommendations to the Head of SMO and the wider IT leadership team.
• Monitor ticket data, backlog, and resolution quality using ITSM tools such as Freshservice, ServiceNow, Remedy or similar ITSM toolset.
• Support the SMO in developing dashboards, performance scorecards, and continual service improvement (CSI) roadmaps.
• Benchmark service quality against industry standards (ITIL, ISO 20000) and lead initiatives to enhance maturity levels.
  
  

• Champion the adoption and improvement of ITIL-aligned processes, ensuring they are embedded and consistently followed across all support functions.
• Lead the development and maintenance of operational documentation, SOPs, and knowledge articles to promote “shift-left” support principles.
• Promote knowledge sharing and standardisation across the global support community.
• Support the Head of SMO in enhancing service transition, knowledge management and onboarding documentation for new services and technologies.
  
  

• Global and Regional IT Support Teams
• Head of Service Management Office (SMO)
• Office and Vessel Operations Teams
• IT Infrastructure, Applications, and Security Teams
• Key Business Stakeholders and Regional Management
• External vendors, customers, and service providers
  
  

V. Group can offer you a market leading salary and benefits package, in addition to significant opportunities for career growth and personal development. This a great opportunity to join a true leader in the maritime sector - a company that has exciting plans for future growth.

Essential

• Minimum 5+ years’ experience leading multi-site or global IT support operations.
• Proven ability to manage multiple technical teams and team leaders across different geographies.
• Strong understanding and application of ITIL best practices, with demonstrable experience in process design and improvement.
• Proven track record in service delivery management, stakeholder engagement, and customer experience improvement.
• Excellent people management, communication, and coaching skills.
• Experience producing service performance reports, KPIs, and improvement plans.
• Proficiency in Microsoft technologies and ITSM tools (e.g., Freshservice, ServiceNow, Remedy).
• Strong analytical and decision-making capabilities.
• ITIL Foundation certification required; Intermediate/Managing Professional preferred.
  
  

• Experience in maritime, logistics, or other global operational environments.
• Exposure to ISO 20000, COBIT, or equivalent service management frameworks.
• Experience leading service improvement, automation, or digital transformation initiatives.
• Previous involvement in a Service Management Office or IT governance function.
  
  

25 Jan 2026