IT Service Delivery Director

2 days ago

Belgaum, Karnataka, India beBeeLeader Full time ₹ 14,61,131 - ₹ 30,10,016

Job Summary

The IT Service Desk Lead oversees the 24x7 global Support Centre, managing Supervisors and frontline staff to deliver high-quality service.

This role transforms the Support Centre into a proactive, outcome-driven function that enables business productivity.

  • Provide strategic leadership for the entire Support Centre function, covering global 24x7 support
  • Manage and develop a team of Supervisors and frontline agents, ensuring consistent service delivery and team engagement
  • Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
  • Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts
  • Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions
  • Lead workforce planning, shift design, and staffing decisions to support demand and coverage models
  • Drive the adoption and improvement of ITSM tooling and knowledge management practices
  • Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
  • Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training
  • Contribute to and help execute the vision of End User Services & Solutions by aligning Support Centre efforts to broader support strategy
  • Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels
  • Prepare and present performance updates, operational plans, and improvement initiatives to leadership

Required Skills and Qualifications:

  • 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams
  • Proven track record of leading support centre operations in a high-volume, multi-site or global environment
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics
  • Demonstrated ability to build high-performing teams and mentor frontline leaders
  • Strong data and process orientation, with experience using reporting and analytics to drive service improvements
  • Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams
  • Effective communicator and collaborator with a user-first mindset and executive presence

  • Software Delivery Director

    6 days ago

    Belgaum, Karnataka, India beBeeDelivery Full time ₹ 18,00,000 - ₹ 25,00,000

    Job Title: Software Delivery DirectorAs a seasoned professional, you will drive the successful delivery of high-quality software projects by ensuring timely and effective project execution. This involves fostering collaboration among team members and driving delivery acceleration.Key Responsibilities:

  • Senior Delivery Director

    7 days ago

    Belgaum, Karnataka, India beBeeLeadership Full time ₹ 20,00,000 - ₹ 25,00,000

    Delivery Leadership RoleThis role requires a skilled leader to oversee delivery teams and ensure successful project outcomes.The ideal candidate will have experience managing delivery teams, overseeing project managers, developers, and architects.Lead and manage delivery teams, focusing on quality and customer satisfaction.Support hiring initiatives to...

  • Associate Director

    3 weeks ago

    Belgaum, Karnataka, India Celcom Solutions Full time

    Job Title: Associate Director / Director - DeliveryEmployment Type: Full time Location: Onsite – Bangladesh -Dhaka (2 years)About CelcomCelcom is a trusted technology partner with over a decade of experience delivering high-quality services to global clients. As a market leader in the Telecom domain with a strong focus on BFSI, we specialize in Greenfield...

  • Senior Service Delivery Executive

    1 week ago

    Belgaum, Karnataka, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

    Key Leadership Position: Associate DirectorThe Role:We seek a seasoned leader to oversee end-to-end service delivery operations for a premium telecom customer.This critical leadership position directly influences the growth trajectory of a dynamic business vertical.Key ResponsibilitiesOperational Excellence: Lead operational improvements across the business,...

  • IT Service Delivery Expert

    2 days ago

    Belgaum, Karnataka, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 15,00,000

    Job Title: Senior IT Service Management (ITSM) Specialist TrainerPosition Overview:Seeking an experienced professional trainer with over 10+ years of experience in managing IT service delivery, process governance, and continual improvement.The ideal candidate will bring expertise in ITIL frameworks, service delivery models, and enterprise ITSM tools, while...

  • Senior Service Delivery Executive

    4 days ago

    Belgaum, Karnataka, India beBeeDelivery Full time ₹ 15,00,000 - ₹ 20,00,000

    Service Delivery ManagerAbout Hectae Analytics and Software SolutionsWe are a digital transformation consulting firm specializing in enterprise ITSM implementations, platform integrations, and service management optimization.Our team partners with clients across industries to deliver tailored, scalable, and outcome-driven solutions that enhance operational...

  • Operational Service Delivery Lead

    2 days ago

    Belgaum, Karnataka, India beBeeRelationship Full time ₹ 9,00,000 - ₹ 12,00,000

    Key Responsibilities:Promote a positive work culture and ensure punctual delivery of high-quality service.Prioritize client retention and exhibit a passionate commitment to delivering quality service.Collaborate effectively within a team and demonstrate initiative when working independently.Uphold honesty and integrity, fostering a family-oriented...

  • Human Resources Service Delivery Manager

    2 days ago

    Belgaum, Karnataka, India beBeeCompliance Full time ₹ 15,00,000 - ₹ 20,00,000

    Key Responsibilities:Oversee end-to-end HR service delivery processes, including onboarding, employee data management, payroll coordination, benefits administration, and offboarding.Ensure compliance with labor laws, data privacy regulations, and organizational HR policies.Manage and optimize HR service platforms.Lead continuous improvement initiatives to...

  • Academic Director for Premier Coaching Institute in Mumbai.

    1 day ago

    Belgaum, Karnataka, India beBeeDirector Full time ₹ 8,00,000 - ₹ 12,00,000

    Job TitleAcademic Director for Premier Coaching Institute in Mumbai.We are seeking a highly qualified and experienced Academic Director to oversee the academic operations of our coaching center in Mumbai. The successful candidate will be responsible for managing faculty, ensuring high-quality education delivery, and monitoring student performance.This is a...

  • Senior Project Director

    1 day ago

    Belgaum, Karnataka, India beBeeStrategic Full time ₹ 20,00,000 - ₹ 25,00,000

    Project Director OpportunityWe are seeking a seasoned project director to manage multiple client engagements simultaneously. This is a customer-facing role that requires strategic leadership, strong financial oversight, and the ability to guide both internal and client teams through ambiguity and complexity.Key Responsibilities:Develop and execute project...