| Thiruvananthapuram, KeralaPune, Maharashtra
Job Summary
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. Job Title - Service Delivery Manager - Global Service Desk Work Mode - Work from Office Experience - 15+ years in Global Service Desk Operations
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.
Skill 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.
Other Requirements
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.
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