Global Service Delivery Manager

3 weeks ago

hyderabad, India Antz Full time

Job Title: Manager, Global Service Desk (GSD)

Location: Hyderabad, India

Reports To: GSD Leader


Job Summary:

We are seeking a skilled Manager for our Global Service Desk operations to lead a high-performing team, ensure efficient service delivery, and support our global user base. The ideal candidate will drive the implementation of a robust service desk solution, focus on continuous improvement, and align with business objectives to elevate the overall user experience.


Key Responsibilities:

  • Service Desk Management: Oversee daily Global Service Desk operations, ensuring efficient handling of incidents and service requests by our managed services vendor.
  • Leadership: Provide both process and technical leadership to a global team of Service Desk Leads at our partner's team, guiding performance and ensuring effective management.
  • Service Delivery: Act as a single point of contact for users, addressing all IT-related incidents and service requests.
  • Process Improvement: Drive service automation and experience-centric service desk operations by leveraging digital tools and analytics.
  • User Experience: Enhance user experience through proactive and predictive data analytics, adopting tools that transform service delivery.
  • Collaboration: Work closely with Global IT, Sector IT (regional teams), and various business units for alignment and effective service delivery.
  • Reporting: Monitor and report on employee experience through dedicated employee experience offices and digital incubation centers.
  • Compliance: Ensure adherence to SLAs and KPIs to maintain high service standards.


Qualifications:

  • Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • Experience: At least 10 years of experience in IT service management, with 5+ years in a global service desk leadership role.
  • Certifications: ITIL Certification required. Advanced ITIL certifications (e.g., ITIL Expert) and project management certifications (e.g., PMP) are highly desirable.
  • Skills:
  • Strong leadership and management abilities.
  • Experience in managing vendors and driving Service Desk Quality and CSI Projects.
  • Excellent communication and interpersonal skills.
  • Proficiency in IT service management platforms (e.g., ServiceNow).
  • Familiarity with service desk automation and digital transformation.
  • Strong analytical and problem-solving skills.
  • Adaptability to a fast-paced, dynamic environment.


Additional Information:

This position, based in Hyderabad, will manage service desk operations across multiple countries in the AMESA region through our managed services vendor. Occasional travel to our global delivery centers may be required.

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