Head of IT Service Delivery

4 days ago

Bengaluru, Karnataka, India beBeeHeadOfITServiceDelivery Full time

We are seeking a highly experienced and skilled Head of IT Service Delivery to lead our service desk operations. This role requires strong leadership skills, technical knowledge, and the ability to manage and prioritize tasks effectively.

  • Key Responsibilities:
  • Service Desk Operations Management:
    • Oversee day-to-day operations of the service desk, ensuring adherence to SLAs and KPIs.
    • Act as the primary point of contact for escalated issues and ensure timely resolutions.
    • Monitor service desk performance, ensuring efficient and consistent incident, problem, and request management.
  • Team Leadership & Development:
    • Lead, coach, and mentor the service desk team to ensure high levels of performance and professional development.
    • Provide regular performance feedback, identify training needs, and develop career growth plans.
  • Process Improvement & Documentation:
    • Develop, maintain, and enforce service desk processes, procedures, and best practices.
    • Identify opportunities for process improvements and drive efficiency across the team.
  • Customer Service & Satisfaction:
    • Ensure a customer-centric approach within the service desk team, focusing on delivering a high level of user satisfaction.
    • Gather feedback from end-users and customers to continually improve service quality.
  • Technology & Tools Management:
    • Oversee the deployment and management of IT service management tools and solutions.
  • Reporting & Analytics:
    • Provide regular reports on service desk performance, including key metrics such as ticket resolution times, customer satisfaction, and service delivery efficiency.

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