Service Desk Manager

HCLTech; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

HCLTech is seeking a seasoned Service Delivery Manager to lead a Global Service Desk of ~600 FTEs based in Trivandrum/Pune. The role owns end-to-end service delivery, commercial performance and people leadership across multiple geographies and languages.

The ideal candidate brings strategic vision, operational excellence and a track record of continuous improvement in high-volume environments. Primary accountability to clients and internal leadership for service quality and transformation

Qualifications

• 15+ years in Global Service Desk leadership.
• Proven stakeholder management at CXO level.
• Strong SLA/KPI governance and service delivery assurance.
• Experience in P&L management and commercial governance.
• Leads large teams with workforce planning.
• Hands-on in Service Desk automation and AI-led triage.
• Excellent knowledge of ITIL processes and ServiceNow.
• Strong analytical and executive communication.
• Willing to work from Trivandrum office and support a 24x7 global model.

Responsibilities

• Own end-to-end delivery of the Global Service Desk across regions and channels.
• Define, monitor and achieve contractual SLAs, KPIs and XLAs.
• Act as senior escalation point for clients and stakeholders; lead governance forums.
• Own the profit & loss for the account; manage delivery costs and revenue assurance.
• Lead, coach and develop a ~600 FTE organization; workforce planning.
• Drive automation, chatbots, AI-led triage, and shift-left to reduce volumes and improve UX.
• Oversee ITIL processes (Incident/Request/Problem/Change/Knowledge); ServiceNow roadmap.
• Establish a continuous service improvement culture; manage CSAT/NPS and audits.
• Ensure 24x7 resilience; plan for 24x7 office-based delivery.

Skills

Stakeholder management

SLA/KPI governance

P&L management

People leadership

Service desk automation

ITIL

Continuous improvement

Operational resilience

Tools

ServiceNow

ITSM platforms

Job description

Job Title

Service Delivery Manager Global Service Desk

Location

Trivandrum (Thiruvananthapuram)/Pune

Work Mode

Work From Office (WFO)

Experience

15+ years in Global Service Desk operations

Span of Control

Approximately 600 FTEs

Level

Senior Leadership

Employment Type

Full-time

About the Role

We are seeking a highly experienced Service Delivery Manager to lead a large-scale Global Service Desk operation of approximately 600 FTEs based in Trivandrum, Kerala. This is a senior leadership position that owns end-to-end service delivery, commercial performance and people leadership for a multi-geography, multi-lingual support environment.

The successful candidate will bring strategic vision, operational excellence and a demonstrated ability to drive continuous improvement in a dynamic, high-volume environment. You will be the primary point of accountability to clients and internal leadership for service quality, contractual commitments and transformation outcomes.

Key Responsibilities

• Service Delivery Ownership — Own end-to-end delivery of the Global Service Desk, ensuring consistent service quality across all supported regions, shifts and channels (voice, chat, email, self-service and walk-up).


• SLA / KPI Governance — Define, monitor and consistently achieve contractual SLAs, KPIs and XLAs. Drive root cause analysis on breaches, own remediation plans and publish accurate performance reporting to clients and leadership.


• Stakeholder Management — Act as the senior escalation point for clients and internal stakeholders. Build trusted relationships with client executives, technology towers, vendors and support functions; lead governance forums, QBRs and service review meetings.


• P&L Management — Own the profit and loss for the account/delivery unit. Manage cost of delivery, pyramid and span optimisation, resource utilisation, budgeting, forecasting and revenue assurance; identify and pursue growth and upsell opportunities.


• People Leadership — Lead, coach and develop a large organisation of approximately 600 FTEs through a layered management structure. Own workforce planning, hiring, capability building, engagement, attrition control and succession planning.


• Service Desk Automation & Transformation — Drive the automation and self-heal agenda — chatbots/virtual agents, AI-led triage and routing, knowledge-centred service, ticket avoidance, shift-left and zero-touch resolution —to reduce contact volumes and improve end-user experience.


• ITSM & Process Excellence — Ensure disciplined execution of Incident, Request, Problem, Change and Knowledge Management processes in line with ITIL best practice; own the ServiceNow/ITSM platform roadmap, configuration priorities and data quality from a delivery perspective.


• Continuous Improvement & Quality — Establish a continuous service improvement culture; own CSAT/NPS and end-user experience outcomes, quality frameworks, audit readiness and compliance with information security and contractual obligations.


• Operational Resilience — Ensure business continuity, 24x7 coverage planning, seat and infrastructure readiness, and risk management for a fully work-from-office delivery footprint.

Candidate Requirements

• Minimum 15+ years of Global Service Desk experience in reputed organisations, with significant time in senior delivery leadership roles.


• Proven expertise in stakeholder management, including client executive engagement and governance at CXO level.


• Strong background in SLA/KPI definition, measurement and service delivery assurance in outsourced/managed services environments.


• Demonstrated ability in P&L management — budgeting, cost optimisation, margin improvement and commercial governance.


• Effective people management experience leading large teams; experience managing several hundred FTEs is essential.


• Hands‑on experience delivering Service Desk automation initiatives and measurable ticket reduction or shift‑left outcomes.


• Excellent working knowledge of ServiceNow / ITSM platforms and ITIL processes; ITIL certification preferred.


• Strong analytical, reporting and communication skills, with the ability to translate operational data into executive-level insight.


• Willingness to work from the Trivandrum office and support a 24x7 global operating model.

What Will Set You Apart

• Experience transitioning or scaling a large global service desk, including transformation or ramp‑up programmes.


• Exposure to AI-led support, observability and experience-level agreements (XLAs).


• Multi‑lingual or multi‑geography support delivery experience.


• Relevant certifications such as ITIL v4 Managing Professional, PMP, Six Sigma Green/Black Belt or COPC.