Manager, Support Service GSD RCC L2

Zinnov Management Consulting; Bengaluru; Hybrid; INR 3,500,000 - 5,500,000; Full time

Job summary

Zinnov Management Consulting in Bengaluru seeks a senior IT service leader to drive global Service Desk, Command Centre and Level 2 IT support, aligning service delivery with business needs.

You will own incident, problem and escalation processes, coordinate major incidents, and monitor SLAs, KPIs and CSAT. The role requires leading distributed teams, collaborating with IT infra, cybersecurity, and business stakeholders to optimize operations.

Qualifications

• 8+ years of progressive IT experience with senior leadership in IT support or technology services.
• Experience leading large, multi-tier IT support organizations (Service Desk, Command Center, L2).
• Strong incident, problem and service management experience in global environments.
• Ability to influence cross-functional and geographically distributed teams.
• Experience managing external service providers and vendor relationships.

Responsibilities

• Provide strategic and operational leadership for Global Service Desk, Global Command Centre, and Level 2 IT support services.
• Own end-to-end incident, problem, and escalation management, including major incident coordination and RCA.
• Establish and monitor SLAs, KPIs, and CSAT, driving continuous improvement.
• Lead global support teams and partner with IT infrastructure, security, and business stakeholders.
• Manage third-party service providers and vendors for performance and cost effectiveness.
• Drive standardization, automation, and process optimization per ITSM best practices.
• Ensure compliance with policies, security standards, and regulatory requirements.

Skills

Leadership

IT service management

Stakeholder management

Automation

Vendor management

Tools

ITIL

Job description

Role & responsibilities

• Provide strategic and operational leadership for Global Service Desk, Global Command Centre, and Level 2 IT support services, ensuring consistent, high-quality service delivery.
• Own end-to-end incident, problem, and escalation management processes, including major incident coordination and root cause analysis.
• Establish and monitor service performance metrics (SLAs, KPIs, CSAT), driving continuous improvement and operational efficiency.
• Lead, develop, and engage high-performing global support teams, fostering a culture of accountability, collaboration, and customer focus. Partner closely with IT infrastructure, application, cybersecurity, and business stakeholders to align support services with business needs.
• Manage third-party service providers and vendors, ensuring contractual compliance, performance optimization, and cost effectiveness.
• Drive standardization, automation, and process optimization aligned with IT service management best practices.
• Ensure compliance with company policies, security standards, and regulatory requirements across all support operations.

Required

• 8+ years of progressive IT experience, including senior-level leadership in IT support or technology services environments.
• Proven experience leading large, multi-tier IT support organizations (Service Desk, Command Center, L2).
• Strong expertise in incident, problem, and service management within complex, global environments.
• Demonstrated ability to manage and influence cross-functional and geographically distributed teams.
• Experience managing external service providers and vendor relationships.
• Strong analytical, communication, and stakeholder management skills.

Preferred candidate profile

• Experience supporting enterprise IT environments in regulated industries (medical device, healthcare, life sciences).
• Experience driving service transformation, automation, or global standardization initiatives.
• Familiarity with ITIL-based service management frameworks and tools. Demonstrated change leadership experience in large, matrixed organizations.