Providence Global Center Looking for Director – Service Desk at Hyderabad, Telangana

Providence Global Center; Hyderabad; On-site; INR 9,00,000 - 12,00,000; Full time

Job summary

A healthcare technology innovator in Hyderabad is seeking a Leader for its Service Desk team. This critical role involves building and managing a high-performing team, driving automation, and ensuring effective service delivery. Ideal candidates have over 18 years in service management and proven people management skills, with a focus on problem-solving in a fast-paced environment. Join to lead a new IS division focused on digital transformation in healthcare.

Benefits

Best In-class Benefits

Inclusive Leadership

Competitive Pay

Qualifications

• 18+ years in Service Management, Operations, or Call Center Management.
• 6+ years in People & Floor management.

Responsibilities

• Building and nurturing a talented Service Desk team.
• Establishing a Center of Excellence for Service Desk Management.
• Driving automation and operational excellence through metrics and KPIs.

Skills

Service Management

Problem-solving

Communication

People Management

Education

BS or MS in Computer Science or equivalent

Job description

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high-quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 120,000 caregivers strive to provide everyone access to affordable, quality care and services.

Providence has a network of 52 hospitals, over 1,000 care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India was established to foster the transformational shift of the healthcare ecosystem to Health 2.0. The India center focuses on healthcare technology and innovation, playing a vital role in driving digital transformation for improved patient outcomes, caregiver efficiency, and scalable business operations.

Why Us?

• Best In-class Benefits
• Inclusive Leadership
• Reimagining Healthcare
• Competitive Pay
• Supportive Reporting Relations

Are you looking to advance your career with unique experiences? Passionate about contributing to healthcare digital transformation? Excited about a start-up environment within a larger enterprise?

The Strategic Tech Enablement (STE) team provides services & operations support for Providence applications, portals, and platforms across various technical stacks, supporting clinical and non-clinical services.

Our Team Culture:

• Collaborative environment driven by learning, attention to detail, and empathy
• Empowering individuals and teams to realize their potential
• Outcome-focused, solving user pain points, delivering predictably
• Data-driven decision making on service vision & roadmap

About the Role – Leader, Service Desk:

This leadership role is critical for the STE team at Providence India, building a new IS division from the ground up. It involves managing broad enterprise-wide services, requiring strong problem-solving, decision-making, and communication skills, especially in a fast-paced, ambiguous environment.

Responsibilities include:

• Building and nurturing a talented Service Desk team
• Creating a high-performing leadership team to drive change
• Establishing a Center of Excellence for Service Desk Management
• Ensuring reliable, secure, and effective solutions with continuous monitoring
• Driving automation and operational excellence through metrics and KPIs
• Building relationships across teams to enable smooth service delivery
• Fostering a trustful environment for problem resolution and growth
• Talent management: hiring, nurturing, retaining

Daily Activities:

• Overseeing service delivery and ticket lifecycle management
• Continuous improvement of service quality and operational metrics
• Partnering with global teams on shared goals

Qualifications:

• 18+ years in Service Management, Operations, or Call Center Management
• 6+ years in People & Floor management
• BS or MS in Computer Science or equivalent

At Providence, we value and honor diversity in all employment opportunities, recognizing differences related to background, education, gender, age, religion, ability, and skills.