Service Desk Operations

Job Description Company Description Vialto Partners is a market leader in global mobility services. Our purpose is to Connect the world. We are unique and the only stand-alone global mobility business. This presents a rare opportunity for our clients, stakeholders and colleagues. Our teams help companies streamline and effectively manage their global mobility programs in a cost-efficient and compliant manner. Our services focus on providing cross-border compliance and risk assessment for tax, immigration, business travel, rewards and compensation, and remote work. Working at Vialto Partners is about getting the chance to be part of a global and dynamic team. Globally, Vialto Partners has over 6,500 staff and continues to grow. You will work with clients from a range of industries and different geographical locations. We believe in connecting the world and supporting our colleagues to do the same in their careers by undertaking assignments and opportunities globally that broaden their skills and ultimately benefit our clients. Vialto is unstoppable when we work together in a culture of belonging, where everyone can thrive. We encourage employees to bring their true selves and share their unique talents and expertise to positively impact the communities we serve. To learn more about what we do, tune in to our podcast On the Move to hear expert insights on issues affecting global mobility, and read about the latest news in the industry. You can also follow us on Linkedin and Instagram. Job Summary We are seeking a Senior Manager to lead Service Desk Operations, Engineering, and SRE initiatives with a strong focus on modernization, automation, and program management. This role will be accountable for transforming L1 Service Desk into a proactive, AI-enabled, automation-first function, while also leading L3 engineering/development activities for sustain applications. The Senior Manager will ensure robust ITIL governance via ServiceNow (SNOW), embed SRE practices, and drive modernization programs across the support ecosystem. Key Responsibilities Strategic Leadership & Modernization - Own and execute the modernization roadmap for L1 Service Desk (AI, automation, self-service, chatbots, knowledge engineering, and process optimization). - Define and track SLA/KPI frameworks to drive operational excellence. - Lead VIP Support, Major Incident Management, and escalation governance across the enterprise. Engineering & L3 Development (Sustain Apps) - Lead L3 engineering/development teams for sustain applications, ensuring stability, lifecycle management, and modernization. - Oversee custom development, integrations, and enhancements supporting sustain apps and Service Desk tooling. - Partner with product/application owners to align engineering roadmaps with business outcomes. ServiceNow & ITIL Governance - Serve as ServiceNow Platform Architect, accountable for platform scalability, integrations, data model, and security. - Act as Process Owner for Incident, Problem, Change, Request, Knowledge, and CMDB in ServiceNow. - Design and enforce ITIL v4-aligned processes, ensuring standardization and global adoption across ServiceNow. - Architect and implement advanced ServiceNow solutions (CMDB, Service Mapping, Discovery, ITOM, ITSM Pro, Automation Engine/Orchestration, HRSD, and Integrations with SCCM, Intune, Azure, Grafana, Splunk, etc.). - Build executive dashboards, real-time analytics, and service heatmaps in ServiceNow to provide enterprise-level transparency. - Define and govern ServiceNow development standards, integrations, and roadmap in partnership with platform teams. SRE & Observability - Apply SRE principles (error budgets, toil reduction, automation-first mindset). - Integrate observability platforms (Grafana, Azure Application Insights, Splunk, Dynatrace, AppDynamics) to enhance reliability and proactive response. - Lead post-incident reviews (PIRs) and implement engineering-led prevention strategies. Program & Stakeholder Management - Drive program-level governance, ensuring modernization and engineering initiatives are delivered on time and within budget. - Collaborate with Infrastructure, Cloud, Security, and Application teams to improve resilience and support transformation programs. - Manage vendor engagements and global delivery models. - Act as executive escalation point during service disruptions. Team Leadership - Lead and mentor global teams across L1 Service Desk and L3 sustain engineering, instilling accountability and innovation. - Build skill-development pathways to evolve Service Desk into an engineering + automation-enabled organization. Required Skills & Experience - 12+ years of overall IT operations and engineering experience. - 8+ years of experience in managing programs involving IT operations, engineering, or modernization initiatives. - Strong knowledge of ServiceNow (SNOW) administration, reporting, and process ownership. - Proven expertise in ITIL v3/v4 frameworks and enterprise-scale implementation. - Hands-on experience in modernizing Service Desk operations (AI, automation, chatbots, self-service). - Strong exposure to observability tools Grafana, Azure Application Insights, Splunk, Dynatrace, AppDynamics. - Applied experience with SRE principles in IT operations. - Excellent leadership, stakeholder engagement, and executive communication skills. - Dynamic, self-driven leader with a transformation-first mindset. Preferred Qualifications - ITIL Expert / Managing Professional certification. - ServiceNow ITSM Implementation Specialist certification. - Cloud platform knowledge (Azure, AWS, GCP). - Prior experience managing sustain application engineering in large enterprises. - Familiarity with global onshore/offshore delivery models. Additional Information Work Location - Hyderabad We are an equal opportunity employer that does not discriminate on the basis of any legally protected status. Please note, AI is used as part of the application process.