Senior Service Delivery Manager

3 weeks ago

Chennai, Tamil Nadu, India Mizuho Full time

Mizuho Global Services India Pvt. Ltd.Mizuho Global Services Pvt Ltd (MGS) is a subsidiary company of Mizuho Bank, Ltd, which is one of the largest banks or so called 'Mega Banks' of Japan. MGS was established in the year 2020 as part of Mizuho's long term strategy of creating a captive global processing centre for remotely handling banking and IT related operations of Mizuho Bank's domestic and overseas offices and Mizuho's group companies across the globe.At Mizuho we are committed to a culture that is driven by ethical values and supports diversity in all its forms for its talent pool. Direction of MGS's development is paved by its three key pillars, which are Mutual Respect, Discipline and Transparency, which are set as the baseline of every process and operation carried out at MGS.What's in it for you?o Immense exposure and learningo Excellent career growtho Company of highly passionate leaders and mentorso Ability to build things from scratchKnow more about MGS:Job Title: Service Delivery HeadLocation : ChennaiAbout the Role:We are seeking a dynamic and experienced Service Delivery Head to lead and oversea the Service Desk function. The ideal candidate will be responsible for ensuring the effective delivery of IT support services to the business, driving continuous improvement in service quality and ensuring customer satisfaction. As the Service Delivery Head, you will be responsible for managing day-to-day operations of the Service Desk, setting performance metrics, leading a team of service desk professionals and aligning servce delivery with business goals and IT strategies.Roles and Responsibilities:· Lead, motivate and manage the Service Desk team to ensure high levels of customer service, efficiency and performance. Provide guidance, training and career development opportunities for team members.· Develop long-term plans for the growth and transformation of the service desk, incorporating industry best practices and emerging trends.· Oversee daily service desk operations, ensure SLA compliance, monitor policies, and collaborate with IT teams to enhance incident and problem management.· Lead and develop a diverse service desk team with a focus on customer service excellence, collaboration, and continuous growth. Implement performance management, provide feedback, and ensure team members have necessary tools and training.· Identify trends and areas of improvement in service delivery, proactively addressing recurring issues and bottlenecks.· Serve as the primary point of contact for all service desk-related matters, ensuring clear and transparent communication between stakeholders.· Develop and manage the service desk budget, align staffing and resources with demand, and plan for peak periods and new rollouts.· Collaborate with IT teams to maintain ITSM platforms and integrate with business systems. Stay current with industry trends, recommending new tools and solutions to enhance the service desk.· Proactively manage service delivery risks, ensure resilience, and oversee incident management for timely resolution of critical issues. Develop and implement disaster recovery and business continuity plans to handle unexpected disruptions.· Establish KPIs for the service desk, monitor performance, and regularly report insights on user satisfaction, ticket volumes, and resolution times. Analyze data to identify trends, address issues, and optimize performance.· Ensure service desk compliance with policies, regulations, and best practices. Implement quality assurance measures, and regularly audit processes to maintain standards and drive continuous improvement.Relevant Experience:· Minimum 15+ years of experience in IT service management or Service Desk leadership, with at least 3-5 years in a managerial role overseeing Service operations.· Commitment to providing exceptional customer service and ensuring high user satisfaction.· Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or JIRA) and creation of knowledge management database for service desk teams.· In-depth knowledge of service desk tools, ticketing systems, and self-service technologies.Qualifications:· Bachelor's degree in Computer Science, Information Technology, or a related field.· ITIL Practitioner or Expert level certifications preferred.· Project Management certification (e.g., PMP, PRINCE2).Address16th Floor, Tower-B Brigade, World Trade centre, 142, Rajiv Gandhi Salai, OMR, Perungudi, Chennai, Tamil Nadu 600096, India

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