PUNE · FULLTIME
Program Manager
eClerx
Pune · onsite · Posted 29d ago
Sourced from
Undisclosed15–20 yrsfulltimePune
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Section · 01
About this role
Role Summary
The Service Desk Delivery Lead is accountable for end-to-end delivery of Service Desk operations across one or more client engagements, ensuring contractual SLAs, customer satisfaction, and operational excellence. This VP-level role owns the P&L, governance, and strategic relationship for assigned accounts, acting as the primary escalation point between the client and internal delivery teams.
Key Responsibilities
Delivery & Operations
- Own end-to-end Service Desk delivery (L1/L2 support) across assigned client accounts, ensuring SLA/KPI adherence (response time, resolution time, CSAT, FCR, abandonment rate)
- Drive operational reviews (daily/weekly/monthly) to track performance, capacity, and quality metrics
- Lead incident, problem, and major incident management processes in line with ITIL best practices
- Ensure staffing, shift planning, and resource utilization align with contracted volumes and seasonality
Client & Stakeholder Management
- Serve as the primary point of contact for client stakeholders on delivery matters; build trusted, long-term relationships
- Lead governance calls, QBRs, and steering committee meetings, presenting performance, risks, and improvement plans
- Manage escalations, ensuring timely resolution and root-cause communication to clients
- Identify and pursue account growth opportunities (upsell/cross-sell) in partnership with sales/account management
P&L and Commercial Ownership
- Own the delivery P&L for assigned engagements, managing costs, margins, and productivity targets
- Support contract renewals, pricing discussions, and commercial negotiations
- Track and report utilization, attrition, and cost-to-serve metrics
Process Improvement & Transformation
- Drive continuous improvement initiatives (automation, self-service, knowledge management, AI/chatbot deployment) to improve efficiency and reduce cost-to-serve
- Champion adoption of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.) and reporting/analytics platforms
- Benchmark performance against industry standards and lead maturity assessments
Team Leadership
- Lead, mentor, and develop a multi-layered team (Team Leads, Shift Managers, Analysts) across geographies
- Build succession plans and drive engagement, retention, and capability-building initiatives
- Foster a culture of accountability, customer-centricity, and continuous learning
Risk, Compliance & Governance
- Ensure adherence to information security, data privacy, and client-specific compliance requirements
- Support audits (internal/external) and ensure timely closure of findings
Required Qualifications & Experience
- 15+ years in IT service desk / infrastructure support delivery, with 5+ years in a leadership/P&L-owning role
- Proven experience managing large, multi-shift service desk operations (500+ FTEs preferred) for global clients
- Strong background in ITIL processes (Incident, Problem, Change, Major Incident Management); ITIL certification preferred
- Demonstrated experience in client relationship management at senior stakeholder level (CIO/IT Director)
- Experience driving automation/AI-led transformation in service desk operations
- Bachelors degree required; MBA or equivalent management qualification preferred
Skills & Competencies
- Strong executive presence and stakeholder management skills
- Data-driven decision making; comfort with dashboards, SLA reporting, and analytics
- Excellent communication, negotiation, and conflict-resolution skills
- Ability to manage ambiguity and multiple concurrent client engagements
- Strong commercial acumen and P&L management experience
Key Metrics of Success
- SLA/KPI compliance across engagements
- Client CSAT/NPS scores
- Delivery margin and cost-to-serve improvement
- Employee engagement and attrition rates
- Successful contract renewals and account growth
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
CSATAutomationcustomer satisfactiondata privacyChatbotauditsanalytics platformsCommercial NegotiationsAnalyticsdeploymentconcurrentEmployee Engagementclient relationshipcomplianceaccount managementArtificial Intelligence
Section · Company
About eClerx
eClerx
IT Services & Consulting
12.2k+
employees
2000
26 years old
Mumbai, Maharashtra
India
About
A Process Management Firm specializing in analytics, data-driven insights, and smart automation serving financial services, telco, retail, fashion, media & entertainment, manufacturing, and tech.
Industries
IT Services & Consulting
Employee ratings
6,313 reviews
3.1/ 5
Culture
2.9
Career growth
2.4
Work-life
3.0
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