Service Desk - Service Delivery Manager

Service Desk Service Delivery Manager

Desired Experience Range: 10 - 18 years

Location of Requirement: Bangalore

Must Have

Responsibility of / Expectations from the Role

• Own end-to-end service delivery for assigned Service Desk scope, ensuring contractual, operational, security, experience and transformation commitments are achieved

• Lead delivery governance across SLA, KPI, XLA, CSAT, quality, productivity, backlog, risk, compliance, financial and continuous-improvement measures.

• Act as the primary operational interface for client stakeholders, providing transparent service reviews, risks, decisions, dependencies and recovery plans.

• Govern multi-location, multilingual and multi-channel operations covering incidents, requests, access, knowledge, escalations, major incidents and service experience.

• Ensure effective collaboration across Service Desk, E2E/Escalation Desk, ServiceNow, ITOM, endpoint, infrastructure, application, security, vendor and transformation teams.

• Sponsor root-cause elimination, shift-left, self-service, virtual assistant, automation, self-heal, knowledge and experience-improvement initiatives with measurable benefits.

• Own workforce, capability, succession, engagement, training, quality and performance-governance mechanisms for the delivery organization.
• Drive transition readiness, due diligence, operational acceptance, go-live, hypercare and stabilization, including quality gates and exit criteria.
• Maintain robust risk, issue, dependency, action and escalation governance; ensure business continuity and audit readiness.