Service Desk - Service Delivery Manager

Tata Consultancy Services; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Tata Consultancy Services in Bengaluru is seeking a Senior Service Desk Service Delivery Manager with 10-18 years of experience to own end-to-end service delivery for the assigned Service Desk scope, ensuring contractual, operational, security, experience and transformation commitments are achieved.

You will lead governance across SLA, KPI, CSAT and quality, act as the primary operational interface for client stakeholders, manage multi-location, multilingual operations and service channels, and

Responsibilities

• Own end-to-end service delivery for assigned Service Desk scope, ensuring contractual, operational, security, experience and transformation commitments are achieved
• Lead delivery governance across SLA, KPI, XLA, CSAT, quality, productivity, backlog, risk, compliance, financial and continuous-improvement measures.
• Act as the primary operational interface for client stakeholders, providing transparent service reviews, risks, decisions, dependencies and recovery plans.
• Govern multi-location, multilingual and multi-channel operations covering incidents, requests, access, knowledge, escalations, major incidents and service experience.
• Ensure effective collaboration across Service Desk, E2E/Escalation Desk, ServiceNow, ITOM, endpoint, infrastructure, application, security, vendor and transformation teams.
• Sponsor root-cause elimination, shift-left, self-service, virtual assistant, automation, self-heal, knowledge and experience-improvement initiatives with measurable benefits.
• Own workforce, capability, succession, engagement, training, quality and performance-governance mechanisms for the delivery organization.
• Drive transition readiness, due diligence, operational acceptance, go-live, hypercare and stabilization, including quality gates and exit criteria.
• Maintain robust risk, issue, dependency, action and escalation governance; ensure business continuity and audit readiness.

Job description

Service Desk Service Delivery Manager

Desired Experience Range: 10 - 18 years

Location of Requirement: Bangalore

Must Have

Responsibility of / Expectations from the Role

• Own end-to-end service delivery for assigned Service Desk scope, ensuring contractual, operational, security, experience and transformation commitments are achieved

• Lead delivery governance across SLA, KPI, XLA, CSAT, quality, productivity, backlog, risk, compliance, financial and continuous-improvement measures.

• Act as the primary operational interface for client stakeholders, providing transparent service reviews, risks, decisions, dependencies and recovery plans.

• Govern multi-location, multilingual and multi-channel operations covering incidents, requests, access, knowledge, escalations, major incidents and service experience.

• Ensure effective collaboration across Service Desk, E2E/Escalation Desk, ServiceNow, ITOM, endpoint, infrastructure, application, security, vendor and transformation teams.

• Sponsor root-cause elimination, shift-left, self-service, virtual assistant, automation, self-heal, knowledge and experience-improvement initiatives with measurable benefits.

• Own workforce, capability, succession, engagement, training, quality and performance-governance mechanisms for the delivery organization.
• Drive transition readiness, due diligence, operational acceptance, go-live, hypercare and stabilization, including quality gates and exit criteria.
• Maintain robust risk, issue, dependency, action and escalation governance; ensure business continuity and audit readiness.