Service Delivery Strategist

7 days ago

Hyderabad, Telangana, India beBeeManagement Full time ₹ 1,25,00,000 - ₹ 2,25,00,000

Job Title:

Global Service Desk Manager

  • An experienced professional responsible for leading the firm's 24x7 global Service Desk.

Key Responsibilities:

  • Provide strategic and operational leadership for the entire Service Desk function, covering global 24x7 support
  • Manage and develop a team of Supervisors and frontline agents across pods, 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 (e.g., ServiceDesk Plus) 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 Service Desk 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

Requirements:

  • Leadership experience in IT Service Management
  • Strong analytical skills and ability to interpret data
  • Excellent communication and interpersonal skills
  • Able to work effectively in a fast-paced environment
  • Possesses excellent problem-solving and conflict resolution skills

Benefits:

  • Opportunity to lead a high-performing team and drive business outcomes
  • Chance to develop and implement strategic initiatives that impact the organization
  • Collaborative and dynamic work environment
  • Professional growth and development opportunities

Why this role matters:

  • This is an exciting opportunity to join a forward-thinking organization and contribute to shaping its future
  • Be part of a dedicated team committed to delivering exceptional customer experiences
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