Job description

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.

• • Ensure high availability, performance, and quality of IT services within the domain.

• • 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.

• • Coordinate with cross-functional teams to ensure alignment with business goals.

• • 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.

• • Build trust and credibility through proactive communication, transparency, and consistent delivery.

• • Navigate complex stakeholder environments and manage expectations effectively.

• Continuous Improvement & Innovation
  • Identify opportunities for process optimization, automation, and service enhancements.

• • Drive implementation of improvement initiatives and measure their impact.

• • Promote a culture of continuous learning and operational excellence.

• Team Leadership
  • Lead, mentor, and develop a high-performing offshore team.

• • Foster collaboration, accountability, and knowledge sharing.

• • Ensure team members are aligned with project goals and customer expectations.

• 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.