Principal Lead- Global Service Desk Governance
Ameriprise Financial · Gurugram · onsite · Posted 63d ago
Not disclosed10–12 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
About Our Company
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection.
Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.
Job Description
Role Overview
We are looking for a dynamic, experienced professional to play a critical role in administering and governing our IT services environment. This role is responsible for leading the service desk operations and ensuring consistently high service performance by our IT service vendors. The role also partners with infrastructure, security, risk, and compliance teams to align operations with governance and regulatory requirements.
Key Responsibilities
Lead global service desk operations, ensuring effective resolution of incidents, requests, and escalations.
Represent the Corporate Service Desk in enterprise governance and strategic technology initiatives.
Drive service excellence through performance management, SLA oversight, and continuous improvement initiatives.
Establish and maintain service desk standards, processes, and knowledge management governance.
Partner with infrastructure, security, risk, and compliance teams to align operations with governance and regulatory requirements.
Champion operational modernization through AI, automation, ServiceNow optimization, and process standardization.
Evolve core ITIL practices and service performance, establishing KPIs and SLAs and using data and operational insight to drive continuous improvement across Incident, Request, Problem, Change, and Major Incident Management.
Focus on continuous improvement of our IT Service Management platform, including workflows, reporting, standards, automation, and future enhancements.
Participate in Major Incident Management calls to ensure that major incidents impacting the business operations are being resolved in a timely manner.
Required Skills
Strong experience of minimum 10 Years in IT services management, includingService desk performance management
Day to day quality assurance monitoring
Acting as escalation point for getting incidents resolved with vendor
Automation of manual processes for effective visibility into service metrics
Taking accountability for process documentation updates
In-Office Collaboration
We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.
Full-Time/Part-Time
Full time
Timings
(4:45p-1:15a)
India Business Unit
AWMPO AWMP&S President's Office
Job Family Group
Technology
Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.
We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection.
Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.
Job Description
Role Overview
We are looking for a dynamic, experienced professional to play a critical role in administering and governing our IT services environment. This role is responsible for leading the service desk operations and ensuring consistently high service performance by our IT service vendors. The role also partners with infrastructure, security, risk, and compliance teams to align operations with governance and regulatory requirements.
Key Responsibilities
Lead global service desk operations, ensuring effective resolution of incidents, requests, and escalations.
Represent the Corporate Service Desk in enterprise governance and strategic technology initiatives.
Drive service excellence through performance management, SLA oversight, and continuous improvement initiatives.
Establish and maintain service desk standards, processes, and knowledge management governance.
Partner with infrastructure, security, risk, and compliance teams to align operations with governance and regulatory requirements.
Champion operational modernization through AI, automation, ServiceNow optimization, and process standardization.
Evolve core ITIL practices and service performance, establishing KPIs and SLAs and using data and operational insight to drive continuous improvement across Incident, Request, Problem, Change, and Major Incident Management.
Focus on continuous improvement of our IT Service Management platform, including workflows, reporting, standards, automation, and future enhancements.
Participate in Major Incident Management calls to ensure that major incidents impacting the business operations are being resolved in a timely manner.
Required Skills
Strong experience of minimum 10 Years in IT services management, includingService desk performance management
Day to day quality assurance monitoring
Acting as escalation point for getting incidents resolved with vendor
Automation of manual processes for effective visibility into service metrics
Taking accountability for process documentation updates
In-Office Collaboration
We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.
Full-Time/Part-Time
Full time
Timings
(4:45p-1:15a)
India Business Unit
AWMPO AWMP&S President's Office
Job Family Group
Technology
Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.
We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.
Sourced from foundit
Skills
Automation of manual processesIncident Request Problem Change and Major Incident ManagementQuality assurance monitoringService desk performance managementServiceNow optimizationITIL practicesprocess documentationai automationIT services management
About Ameriprise Financial
Ameriprise Financial
Financial Services
3.1k+
employees
1894
132 years old
Minneapolis, Minnesota
United States (USA)
₹13L PA avg
Avg at Ameriprise Financial
About
Provides financial planning advice and retirement investment advice.
Industries
Financial Services
Employee ratings
10 reviews
3.7/ 5
Culture
3.8
Career growth
3.2
Work-life
4.1
Employees rate it well for
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