IT Service Lead - eBusiness





Position Title:  IT Service Lead – eBusiness

Business Unit:   Global IT

Position ID:  (TBD)

Division:   Global Solutions

Job Grade:  (TBD – Level 6)

Location:  Chennai, India

Reports To (Title):  CRM Programme Manager (TBD)

Reports To (Position ID):


Lead the IT service operations and provide technical ownership of the eBusiness tools using within ASSA ABLOY Global Solutions. Primary responsibility will be managing the IT delivery aspects of the online platforms, ensuring seamless IT operations, overseeing the planning, development, implementation, and maintenance of our eBusiness applications.

Develop a structured framework and operating model for the effective rollout of projects and support services, managing the plans and budgets, planning the lifecycle of the solutions. Own the integration architecture across the digital landscape and have a firm grasp on the interdependencies.


Team & Vendor Coordination:

Manage the delivery partner on both project and support services, ensuring the IT service capability meets business demand, fostering collaboration and providing guidance to ensure efficient service delivery. Partner with eBusiness team to plan and deliver on demand. Coordinate the planning of commercial statement of works and tracking budget of all eBusiness IT spend.

Vendor Management:

Coordinate with external software vendors on licensing and demand, managing renewals, tracking and reporting to provide transparency. Manage service delivery providers to plan and optimize resources in line with business demand and budget.

Technical Ownership & Platform Management:

IT platform & technical ownership to ensure the stability and functionality of our eBusiness platforms. Overseeing day-to-day operations, maintenance, and enhancements, including updates, patches, and troubleshooting. Assess and integrate third-party solutions, ensuring compatibility and required functionality. Take hands on technical ownership of applications insourced for Managed Services.  

Planning & Change Management

Plan, develop and deliver IT services to ensure appropriate controls and governance to allow the business to achieve the eBusiness strategy. Identify risks and suggest mitigations, working closely with the eBusiness leads and stakeholders to ensure milestones and deliverables for all assigned tasks are completed on time, within budget. Own the JIRA process, ensuring stories are progressing and controlled, and manage internal project deliveries where required on insourced initiatives.

Continuous Improvement:

Identify opportunities for enhancements, recommending and implementing new technologies or processes to improve efficiency & reduce technical debt.

Compliance & Risk Management:

Implement security measures to safeguard customer data and transactions. Stay abreast of industry standards, regulations, and best practices, ensuring platforms comply with necessary requirements.

Service and SLA Optimization:

Monitor service desk performance metrics, analyse trends, and implement improvements to enhance support services. Create knowledge base of supporting technical documentation.


  • 10+ years’ experience in related field is required.
  • Bachelor’s degree or equivalent in related field is desirable.
  • Self-driven, motivated, leads and supports a team environment with attention to detail, a drive for accuracy and a strong work ethic.
  • Excellent planning and budget management experience with Waterfall and Agile methodology experience,
  • Strong business/relevant industry acumen with the ability to build strong customer relationships, communicate and influence at all levels of the organization.
  • Someone who can build service delivery capabilities.
  • Experience in applications such as Adobe Commerce, CMS, Campaign Monitor, NPS, Preference Management, Question Scout & Zapier.

WORK ENVIRONMENT FACTORS                                                                            

  • Office based with potential for international travel.
  • Ability to function within variable time zones


We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

Chennai, IN, 600 032

IT, Telecom & Internet
Travel Required: 0%-10%
Mid-senior level