Global Service Delivery Manager

ELGI Equipments; Bengaluru, Coimbatore; On-site; INR 12,00,000 - 18,00,000; Full time

Job summary

A global IT service provider is seeking a seasoned IT Service Desk Manager to lead their helpdesk operations in Bengaluru. This position emphasizes excellence in service delivery, team leadership, and the implementation of ITSM processes aligned with ITIL. The ideal candidate has extensive experience in IT service desk management and possesses strong analytical and leadership skills, ensuring high-quality support for global end users.

Qualifications

• 8-10 years of experience in IT service desk management.
• 3-5 years in a leadership position.
• Experience managing global IT service desk operations.

Responsibilities

• Oversee IT helpdesk team for incident resolution.
• Monitor helpdesk performance against SLAs.
• Develop processes for managing high-priority incidents.

Skills

ITIL processes understanding

Incident management expertise

Service request fulfillment

Problem management skills

Automation tools familiarity

Strong organizational skills

Communication skills

Analytical and problem-solving skills

Education

Bachelor's Degree in Information Technology or related field

Master's Degree (preferred)

Tools

ServiceNow

BMC Remedy

Ivanti

Freshservice

Job description

About the Role

The role will oversee IT service desk operations and ITSM processes, ensuring efficient, high-quality IT support delivery to global end users. This role focuses on managing a team of IT service desk professionals for driving service excellence and continuous improvement of ITSM processes.

Role & responsibilities

Helpdesk Operations Management

• Oversee the IT helpdesk team, ensuring effective and timely resolution of incidents, service requests, and escalations.
• Monitor and optimize helpdesk performance against SLAs and KPIs, driving continuous improvements in response times, resolution rates, and user satisfaction.
• Develop processes to manage high-priority incidents, ensuring effective communication and quick resolutions to minimize business impact.
• Implement and maintain a robust knowledge management system to facilitate faster issue resolution and self-service adoption.
• Manage the integration of service desk tools and platforms (e.g., ServiceNow, BMC Remedy, Freshservice) to improve operational efficiency.

ITSM Process Implementation and Governance

• Lead the design, implementation, and management of ITSM processes, including incident, problem, change, and request management.
• Establish and enforce ITIL-aligned service management policies, standards, and workflows to ensure operational consistency.
• Conduct root cause analyses (RCA) for recurring issues, driving problem management initiatives to prevent future disruptions.
• Collaborate with IT operations, infrastructure, and application teams to ensure smooth handoffs and resolution of cross-functional issues.
• Track and analyze trends in IT service delivery to identify opportunities for process optimization and automation.

Continuous Improvement and Automation

• Identify and drive automation initiatives (e.g., chatbots, self-healing IT systems, and AI-driven monitoring) to enhance service desk efficiency and user experience.
• Implement proactive monitoring and reporting tools to detect and resolve issues before they escalate.
• Foster a culture of continuous improvement by implementing feedback mechanisms and analyzing end-user satisfaction surveys.

Team Leadership and Development

• Lead and mentor a team of helpdesk analysts, support engineers, and ITSM professionals, fostering collaboration, accountability, and professional growth.
• Develop training programs to enhance technical skills, ITSM knowledge, and customer service capabilities.
• Establish clear goals, performance metrics, and career development plans for the team.

Stakeholder Management

• Act as the primary point of contact for IT service desk performance, building strong relationships with internal business units.
• Communicate service updates, outages, and resolutions effectively to stakeholders and senior leadership.
• Partner with vendors and third-party service providers to ensure compliance with SLAs and performance standards.

Service Reporting and Metrics

• Develop and manage dashboards and reports to track key ITSM and helpdesk performance metrics, such as response times, resolution rates, and user satisfaction.
• Provide regular updates to leadership on trends, operational challenges, and opportunities for improvement.
• Ensure alignment of helpdesk performance with business needs and IT service goals.

Skills Required

• Strong understanding of ITIL processes and ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Freshservice).
• Expertise in incident management, service request fulfillment, and problem management in a global environment.
• Familiarity with automation tools, chatbots, and AIOps to optimize IT support delivery.
• Proficiency in monitoring and reporting tools to measure and improve service desk performance.
• Demonstrated experience in leading and developing high-performing IT service desk or ITSM teams.
• Ability to motivate and coach teams to deliver exceptional customer service.
• Strong organizational and prioritization skills to manage large teams and high ticket volumes effectively.
• Strong communication and interpersonal skills to engage with stakeholders and end users at all levels.
• Proven experience in implementing ITIL-aligned processes and driving service improvements.
• Analytical and problem-solving skills to identify root causes and drive preventive measures.

Preferred candidate profile

• 8-10 years of experience in IT service desk management and ITSM roles, with at least 3-5 years in a leadership position.
• Proven track record in managing global IT service desk operations, driving SLAs, and delivering service excellence.
• Experience in implementing ITSM tools, automation, and process improvements.
• Exposure to large-scale IT support environments within a global enterprise is preferred.
• Bachelors Degree in Information Technology, Computer Science, or a related field. (Masters Degree preferred)

Certifications:

• ITIL v4 Foundation certification is required (Intermediate/Expert-level ITIL certifications preferred).
• Certifications in ITSM tools (e.g., ServiceNow Certified System Administrator or equivalent) are desirable.
• Project management certifications (e.g., PMP, Scrum Master) are a plus.