International Lead, End User Services & ITSM

Job Description

Procore is seeking an International Lead for End User Services and ITSM to join our IT Ops in Bangalore. This role is crucial for maturing our ITIL-based EUS processes, establishing KPIs, and managing our MSP relationships. You will ensure world-class IT service delivery for all Procorians and evolve the End User IT experience.

What you'll do:

• ITIL Process Ownership & Maturation: Lead the implementation and improvement of ITIL processes (Incident, Service Request, Problem Management, Knowledge Management, etc.), ensuring documentation, workflows, and best practices are followed.
• KPI Development & Performance Management: Define and implement KPIs to measure EUS performance and drive data-driven decisions.
• Business Relationship Management: Act as the primary IT contact for business stakeholders, understanding needs and translating them into service improvements.
• Managed Service Provider (MSP) Management: Oversee the MSP relationship, ensuring SLA adherence and driving continuous improvement.
• Team Leadership & Development: Lead and develop a high-performing EUS team.
• Service Delivery & Support: Ensure timely resolution of incidents and effective service request fulfillment.
• Technology & Innovation: Stay updated on emerging technologies and identify opportunities for improvement.
• Budget Management: Develop and manage the EUS budget.

What we’re looking for:

• Bachelor's degree or equivalent experience.
• 8-10+ years of IT experience with a focus on End User Services and ITSM.
• Proven experience leading ITIL processes (ITIL certification preferred).
• Strong KPI development and data-driven improvement skills.
• Excellent communication and stakeholder management skills.
• Experience with end-user technologies and ITSM platforms.
• Problem-solving and analytical skills.
• Experience in a high-growth SaaS environment is a plus.

Additional Information

Perks & Benefits

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.

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