Global Service Delivery Director

1 day ago

Anand, Gujarat, India beBeeLeadership Full time ₹ 12,24,000 - ₹ 20,32,000
IT Operations Manager

The IT Operations Manager is a key strategic and operational leader responsible for the firm's global service delivery. This role oversees all frontline staff across multiple pods, ensuring high-quality, scalable, and user-centric support.

Key Responsibilities:
  • Provide leadership for the entire service desk function, covering global 24x7 support
  • Manage and develop a team of agents across pods, ensuring consistent service delivery and team engagement
  • Define, monitor, and report on key performance indicators to drive accountability and improvement
  • Serve as the escalation point for major incidents or complex service disruptions
  • Lead workforce planning, shift design, and staffing decisions to support demand and coverage models

Required Qualifications:

  • 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing teams
  • Proven track record of leading service operations in a high-volume, multi-site or global environment
  • Deep understanding of ITSM principles, incident/request workflows, and performance management metrics
What We Offer:
  • A dynamic and collaborative work environment
  • Opportunities for professional growth and development
  • Competitive compensation and benefits package

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