Senior Manager - Program & Project Management

Service Desk Delivery Manager

Work Environment

• 24x7 Service Desk operations as applicable
• Onsite delivery model (Reforma 250).
• Client-facing role with high accountability

Role Summary

The Service Desk Delivery Manager is responsible for endtoend delivery governance and continuous improvement of Service Desk operations.

This role ensures highquality IT support services aligned with SLAs customer expectations and ITIL best practices while managing teams stakeholders and operational risks

Key Responsibilities

Service Delivery Operations

• Own end to end Service Desk service delivery ensuring adherence to SLAs KPIs and contractual commitments.
• Oversee daily operations including incident request access and escalation management.
• Ensure consistent service quality stability and availability across supported platforms.
• Act as the primary escalation point for major incidents and service disruptions

Team People Management

• Lead mentor and manage Service Desk Leads Analysts and shift teams.
• Drive workforce planning rostering capacity management and skill development.
• Conduct performance reviews coaching and training initiatives.
• Foster a highperformance customercentric team culture.

Client Stakeholder Management

• Serve as the primary point of contact for clients and internal stakeholders.
• Lead service review meetings operational calls and governance forums.
• Build strong client relationships through proactive communication and transparency.
• Manage expectations and ensure alignment between business needs and service delivery.

Process Quality Continuous Improvement

• Ensure ITILaligned processes for Incident Request Problem Change and Knowledge Management.
• Identify service improvement opportunities and drive CSI initiatives.
• Monitor trends root causes and recurring issues implement preventive actions.
• Ensure knowledge articles and SOPs are created maintained and followed.

Reporting Governance

• Own operational dashboards weeklymonthly service reports and executive summaries.
• Track SLA / KPI performance, CSAT backlog and productivity metrics.
• Ensure audit readiness compliance and process adherence.
• Manage risks issues and dependencies proactively

Transition Transformation

• Support service transitions knowledge transfer KT and onboarding of new services.
• Drive automation tooling optimization and process standardization initiatives.
• Collaborate with engineering infrastructure and application teams for seamless support.

Required Skills Experience

• 8 - 12 years of IT Service Management experience.
• 4 - 6 years in a Service Desk IT Operations leadership or delivery role.
• Experience managing largescale multishift global Service Desk teams.
• Proven experience in clientfacing delivery roles within Managed Services environments.

Technical Process Skills

• Strong knowledge of ITIL processes Incident Request Problem Change.
• Handson experience with ITSM tools ServiceNow, Remedy, Jira, Service Management etc.
• Understanding of EUC Service Desk and basic Infrastructure support domains.
• Experience with SLAs OLAs KPIs and service reporting

Leadership Soft Skills

• Strong people management communication and stakeholder management skills.
• Ability to handle escalations pressure situations and competing priorities.
• Excellent analytical problemsolving and decisionmaking abilities.
• Customerfocused mindset with a continuous improvement approach.

Certifications Preferred

• ITIL v4 Foundation or higher
• PMP PRINCE2 optional but advantageous
• Six Sigma Lean added advantage