Senior Service Manager

2 days ago

Bengaluru, India Adecco Group Full time

Job Title: Service Desk Leader / Service Desk Manager Global Operations

Location: India (Global Role)

Experience: 14+ Years (Minimum 2 years in Service Desk Leadership)

About the Role

We are looking for an experienced Service Desk Leader to manage global IT service desk operations, drive continual service improvements, and ensure delivery excellence across multiple locations and clients. This role involves strategic leadership, customer engagement, people management, and operational governance with full P&L accountability.

Key Responsibilities

  • Lead and manage global Service Desk operations ensuring SLA/KPI achievement.
  • Drive efficiency, standardization, and continuous service improvements.
  • Manage P&L, headcount, and cost optimization.
  • Collaborate with global IT support teams and senior stakeholders.
    Handle escalations, complex issues, and customer service reviews.
  • Foster innovation through automation, new tools, and technologies.
  • Ensure compliance with information security and ISO obligations.

Key Skills & Experience

14+ years of IT Service Desk / Helpdesk management experience
Minimum 2 years in a leadership role managing large global teams
Strong knowledge of IT operations, SLA management, and ITIL practices
Experience in multi-client, multi-location, multi-time zone environments
Proven ability to manage P&L and cost optimization
Excellent people leadership, coaching, and stakeholder management
Strong communication & escalation management skills

Education

Bachelors degree in Computer Science, Information Security, or related field (or equivalent experience).

Interested candidates kindly share your CV and below details to

1) Present CTC (Fixed + VP) -

2) Expected CTC -

3) No. of years experience -

4) Notice Period -

5) Offer-in hand -

6) Reason of Change -

7) Present Location -

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