Operations Delivery Manager - IT Service Delivery

Saaki Argus And Averil Consulting; Chennai District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Saaki Argus And Averil Consulting in Chennai seeks an experienced Operations Delivery Manager to lead global 24x7 IT helpdesk and service delivery operations from Chennai. The role focuses on ensuring high‑quality service delivery, managing frontline support, and driving performance against SLAs and KPIs.

The ideal candidate will have extensive IT operations leadership experience, multi‑layer team management, and a track record of driving continuous improvement in KPI-driven environments.

Qualifications

• 15–18 years of experience in IT Service Delivery or Ops leadership.
• Experience running large-scale 24x7 IT helpdesk operations.
• Proven ability to manage multi-layer teams and global stakeholders.
• Strong knowledge of ITSM processes and platforms; ServiceNow preferred.

Responsibilities

• Own end-to-end 24x7 IT helpdesk from Chennai.
• Achieve SLA and KPI targets (MTTR, FCR, CSAT, backlog).
• Monitor queue health; ensure rapid incident response and resolution.
• Lead Shift Leads; oversee Knowledge, Quality and Service Experience.
• Drive accountability and performance; develop teams.
• Report operational performance to senior stakeholders.
• Use data analytics to identify gaps; drive improvements.
• Serve as escalation point during major incidents.
• Ensure governance, audit, risk and compliance adherence.
• Lead transformation and process maturity in service delivery.
• Collaborate with global/regional stakeholders for alignment.

Skills

ITSM

KPI management

Stakeholder mgmt

ServiceNow

Data analytics

CCaaS

Leadership

Incident management

Quality Mgmt

Operations leadership

Tools

Genesys

NICE

Five9

Amazon Connect

Vonage

ServiceNow

Job description

Operations Delivery Manager IT Service Delivery

Location: Chennai, India
Work Mode: Work from Office
Experience: 15–18 Years
Shift: 24x7 Rotational Shifts
Function: Infrastructure & Operations / Service Delivery

About the Role:

We are looking for an experienced Operations Delivery Manager to lead global 24x7 IT helpdesk and service delivery operations from Chennai.

The role will be responsible for ensuring consistent, high-quality service delivery, managing frontline support operations, driving performance against SLAs and KPIs, and leading continuous improvement initiatives.

The ideal candidate should have strong experience managing large-scale IT operations, multi-layer support teams, global stakeholders, and KPI-driven service environments.

Key Responsibilities:

• Own end-to-end 24x7 IT helpdesk/service desk operations from Chennai.
• Ensure achievement of key SLA and operational KPIs, including MTTR, FCR, CSAT and backlog management.
• Monitor queue health and ensure effective incident response and resolution.
• Lead Shift Leads and oversee Knowledge Management, Quality and Service Experience functions.
• Build accountability across teams and drive employee development and performance.
• Monitor, analyze and report operational performance to senior stakeholders.
• Use data and analytics to identify gaps and drive continuous improvement.
• Act as a senior escalation point during major incidents and critical service disruptions.
• Ensure adherence to governance, audit, risk and compliance requirements.
• Drive operational transformation, process maturity and service improvement initiatives.
• Work closely with global and regional stakeholders to ensure alignment of service delivery with business expectations.

Key Requirements:

• 15–18 years of experience in IT Service Delivery, IT Operations or Service Desk leadership.
• Strong experience managing large-scale 24x7 support/service desk environments.
• Proven experience managing multi-layer teams covering Operations, Quality, Knowledge Management and Analytics.
• Strong understanding of ITSM processes and platforms, with ServiceNow experience preferred.
• Hands-on experience managing KPI-driven operations involving MTTR, FCR, CSAT, SLA and backlog.
• Strong stakeholder management and communication skills.
• Experience driving operational transformation and process improvement.
• Good understanding of modern Contact Center / CCaaS technologies and operating models.
• Experience managing teams using platforms such as Genesys, NICE, Five9, Amazon Connect or Vonage will be an added advantage.

Preferred Experience:

• Experience working in a global delivery model, particularly offshore delivery hubs with regional/global governance.
• Exposure to customer/service experience management and analytics-driven improvement.
• Experience in banking, financial services or other regulated environments is preferred.
• Strong experience working with global stakeholders and cross-border teams.