Service Delivery Excellence Leader

17 hours ago


Mount Abu, Rajasthan, India beBeeLeader Full time ₹ 1,80,00,000 - ₹ 2,50,00,000
Job Description

Transforming Service Desk Operations.

This is a pivotal role in driving high-quality, scalable, and user-centric support across the firm's global 24x7 Service Desk. The IT Service Desk Manager oversees all Service Desk Supervisors and frontline staff, ensuring seamless end-to-end support experiences through strategic and operational leadership.

The manager provides operational leadership for global 24x7 support, covering service delivery performance, team development, tool adoption, and process maturity. They develop and manage a team of Supervisors and frontline agents, focusing on consistent service delivery and team engagement.

The manager defines and monitors key performance indicators (SLAs, FCR, CSAT, backlog, aging) to drive accountability and improvement. Additionally, they serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions.

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 service desk operations in a high-volume, multi-site or global environment.
  • 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.
Benefits

Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels.

Preferred qualifications include experience with ITSM platforms, ITIL certification, and exposure to transformation efforts such as shift-left, automation, or tiered support models.



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