Global Service Desk Delivery Support

**Title
- Global Service Desk Delivery Support**

**Location
- **Hyderabad

**Job model **- Hybrid

The Global Service Desk Delivery support is a pivotal role responsible for overseeing the service desk operations across multiple locations worldwide. Act as a primary point of contact for escalations and resolution of complex service issues. Collaborate closely with the Service Delivery Manager to align service desk activities with broader organizational goals.

At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.

**Key Areas of accountability/responsibility**
- Vendor Management: Oversee vendor operations to ensure compliance with contractual agreements, service level agreements (SLA), and key performance indicators (KPI). Develop and maintain strong vendor relationships to enhance service delivery and resolve issues promptly.
- Single Point of Contact (SPOC): Serve as the primary escalation point for service desk-related issues. Ensure timely and effective resolution of escalated incidents, maintaining high levels of customer satisfaction.
- Incident/Problem Management: Implement strategies to minimize the impact of service disruptions and conduct root cause analysis to prevent recurrence.
- Audit and Compliance: Conduct regular internal audits and spot checks to assess the quality of service desk operations. Report findings and recommend improvements, while keeping track of the progress of these improvements.
- Process Optimization: Continuously evaluate and improve service desk processes to enhance efficiency and effectiveness. Implement lean methodologies to streamline operations and add value to the business.
- Shift-Left Initiatives: Collaborate with vendors to implement shift-left strategies, aiming to resolve issues at the first point of contact and reduce the burden on higher-level support.
- Project Management: Manage and participate in cross-functional projects that impact the service desk. Ensure projects are delivered on time, within scope, and aligned with organizational goals.
- Stakeholder Coordination: Liaise with stakeholders, ICT/FS teams, Workplace team, and other service owners to ensure a cohesive approach to service management. Facilitate communication and collaboration across departments to achieve service excellence.

**You Bring**
- Proven experience in IT service management and leading a service desk or similar IT support team.
- ITIL V3 or ITIL4 Foundation, a Practitioner certification is a plus.
- Strong interpersonal, critical thinking, and problem-solving skills, organized and methodical.
- Experience interacting with all levels of management, customer-oriented and team player, but able to work independently.
- Effective communication skills, capable of engaging with stakeholders at all levels.
- Familiarity with service desk software and tools (Service-Now), as well as incident and request management processes.
- Good analytical skills, ability to evaluate data trends, drive for continuous proactive improvement.

**We Bring**
- A team of diverse employees who aren’t afraid to think outside of the box.
- A truly global and collaborative team that cares about the experience of our employees.
- The encouragement you need to develop and achieve personal growth.
- A role that is crucial on projects and allows you to build your brand.
- A caring and supportive environment where you’re empowered to grow and share your ideas.

**Equal Opportunities Commitment**

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there's a place for everyone at dsm-firmenich.

As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse worforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity.

Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity,national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds ,genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process.Should you need assistance, and are comfortable to share this, please let us know.

**About dsm-firmenich**

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing populatio