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Global Service Delivery Expert

2 weeks ago

Hyderabad Secunderabad Telangana, India beBeeManagement Full time ₹ 1,04,000 - ₹ 1,30,878
Global Service Desk Manager

We are seeking a highly experienced and driven Global Service Desk Manager to oversee day-to-day operations in a 24/7 support environment. This role plays a critical part in delivering excellent service support to global users and maintaining performance, metrics, and process compliance according to ITIL standards.

Key Responsibilities:
  • Manage the daily operations of a 24/7 Global Service Desk, including teams across multiple geographies (phone, email, live chat).
  • Monitor tickets, ensure SLA adherence, and manage escalations for timely incident resolution.
  • Implement and enforce service delivery best practices aligned with ITIL principles.
  • Develop, track, and analyze performance metrics and KPIs for continual service improvement.
  • Schedule and allocate resources effectively across shifts, ensuring optimal team coverage.
  • Conduct deep-dive analysis and root cause identification for recurring incidents.
  • Provide regular reports on service desk performance (weekly, monthly, ad-hoc).
  • Serve as a point of contact for all major service-impacting issues and initiatives.
Required Qualifications:
  • Full-time Technical Graduate (preferred)
  • 10+ years of experience in IT Service Management
  • Minimum 5 years in Service Desk roles
  • Minimum 3 years managing Service Desk or IT Helpdesk operations
  • ITIL v3 or v4 Certification (required or working knowledge)
  • Strong technical exposure and hands-on understanding of: Windows OS, Active Directory, G Suite, MS Office
  • Networking basics and ticketing tools (ServiceNow, JIRA, Remedy)
  • Proven ability to manage and track KPIs, SLAs, OLAs, and team productivity
  • Excellent written, verbal, and interpersonal communication skills
  • Ability to manage high-pressure situations and prioritize tasks independently
  • Solid experience with reporting, escalation handling, and conflict resolution
Preferred Skills & Attributes:
  • Technical certifications (e.g., CompTIA, Microsoft, Cisco) are a plus
  • Ability to lead geographically distributed teams
  • Strong analytical and problem-solving skills
  • Proficient in documentation and process improvement
  • Detail-oriented, organized, and delivery-focused
  • Strong relationship-building skills with internal and external stakeholders
  • Excellent presentation and reporting capabilities