Director of IT Service Delivery

1 day ago

Hubli, Karnataka, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 25,00,000
Job Title: IT Service Delivery DirectorThe IT Service Delivery Director will oversee the entire Service Desk function, providing strategic and operational leadership for global 24x7 support.The role involves managing a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.Key Performance Indicators (KPIs) such as SLAs, FCR, CSAT, backlog, and aging will be monitored and reported to drive accountability and improvement.The IT Service Delivery Director will also ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts.Serving as the escalation point for major incidents, high-impact tickets, or complex service disruptions is another critical aspect of the role.Workforce planning, shift design, and staffing decisions will be made to support demand and coverage models.The adoption and improvement of ITSM tooling, such as ServiceDesk Plus, and knowledge management practices will be driven by the IT Service Delivery Director.Collaboration with peer managers and infrastructure teams will be essential to ensure smooth handoffs, knowledge sharing, and support alignment.Partnering with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training is also a key responsibility.Contributing to and helping execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy is crucial.Fostering a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels is a vital part of the role.Required Skills and Qualifications:
  • A minimum of 8 years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams.
  • A proven track record of leading service desk operations in a high-volume, multi-site or global environment.
  • A 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.

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