Service Desk Manager

Job Title

Service Delivery Manager Global Service Desk

Location

Trivandrum (Thiruvananthapuram)/Pune

Work Mode

Work From Office (WFO)

Experience

15+ years in Global Service Desk operations

Span of Control

Approximately 600 FTEs

Level

Senior Leadership

Employment Type

Full-time

About the Role

We are seeking a highly experienced Service Delivery Manager to lead a large-scale Global Service Desk operation of approximately 600 FTEs based in Trivandrum, Kerala. This is a senior leadership position that owns end-to-end service delivery, commercial performance and people leadership for a multi-geography, multi-lingual support environment.

The successful candidate will bring strategic vision, operational excellence and a demonstrated ability to drive continuous improvement in a dynamic, high-volume environment. You will be the primary point of accountability to clients and internal leadership for service quality, contractual commitments and transformation outcomes.

Key Responsibilities

• Service Delivery Ownership — Own end-to-end delivery of the Global Service Desk, ensuring consistent service quality across all supported regions, shifts and channels (voice, chat, email, self-service and walk-up).
• SLA / KPI Governance — Define, monitor and consistently achieve contractual SLAs, KPIs and XLAs. Drive root cause analysis on breaches, own remediation plans and publish accurate performance reporting to clients and leadership.
• Stakeholder Management — Act as the senior escalation point for clients and internal stakeholders. Build trusted relationships with client executives, technology towers, vendors and support functions; lead governance forums, QBRs and service review meetings.
• P&L Management — Own the profit and loss for the account/delivery unit. Manage cost of delivery, pyramid and span optimisation, resource utilisation, budgeting, forecasting and revenue assurance; identify and pursue growth and upsell opportunities.
• People Leadership — Lead, coach and develop a large organisation of approximately 600 FTEs through a layered management structure. Own workforce planning, hiring, capability building, engagement, attrition control and succession planning.
• Service Desk Automation & Transformation — Drive the automation and self-heal agenda — chatbots/virtual agents, AI-led triage and routing, knowledge-centred service, ticket avoidance, shift-left and zero-touch resolution — to reduce contact volumes and improve end-user experience.
• ITSM & Process Excellence — Ensure disciplined execution of Incident, Request, Problem, Change and Knowledge Management processes in line with ITIL best practice; own the ServiceNow/ITSM platform roadmap, configuration priorities and data quality from a delivery perspective.
• Continuous Improvement & Quality — Establish a continuous service improvement culture; own CSAT/NPS and end-user experience outcomes, quality frameworks, audit readiness and compliance with information security and contractual obligations.
• Operational Resilience — Ensure business continuity, 24x7 coverage planning, seat and infrastructure readiness, and risk management for a fully work-from-office delivery footprint.

Candidate Requirements

• Minimum 15+ years of Global Service Desk experience in reputed organisations, with significant time in senior delivery leadership roles.
• Proven expertise in stakeholder management, including client executive engagement and governance at CXO level.
• Strong background in SLA/KPI definition, measurement and service delivery assurance in outsourced/managed services environments.
• Demonstrated ability in P&L management — budgeting, cost optimisation, margin improvement and commercial governance.
• Effective people management experience leading large teams; experience managing several hundred FTEs is essential.
• Hands-on experience delivering Service Desk automation initiatives and measurable ticket reduction or shift-left outcomes.
• Excellent working knowledge of ServiceNow / ITSM platforms and ITIL processes; ITIL certification preferred.
• Strong analytical, reporting and communication skills, with the ability to translate operational data into executive-level insight.
• Willingness to work from the Trivandrum office and support a 24x7 global operating model.

What Will Set You Apart

• Experience transitioning or scaling a large global service desk, including transformation or ramp-up programmes.
• Exposure to AI-led support, observability and experience-level agreements (XLAs).
• Multi-lingual or multi-geography support delivery experience.
• Relevant certifications such as ITIL v4 Managing Professional, PMP, Six Sigma Green/Black Belt or COPC.