Service Desk Service Delivery Manager

Mpower Plus · Bangalore

Senior

Pay₹20L–40La year, as listed

WhereBangaloreKarnataka

TypeFull time

Posted5 Nov8 days ago, via SimplyHired

Kaam checked

No fee, deposit or pay-to-apply signs

Good spoken and written English expected

No vehicle or licence needed

Skills they list39 named

Vendor relationship buildingKnowledge managementStaff supervisionCustomer relationship buildingIT organisation experienceData analysis reportingAutomationBMC RemedyCrisis managementTeam leadershipIT service managementProcess improvementTicketing softwareIT-enabled services organisation experienceMetrics reportingClient relationship developmentOperationsDigital transformationChange managementProfit & lossFinancial operations managementClient servicesService delivery statistics reportingCustomer relationship managementVendor relationship managementHelp desk systemsServiceNowVendor contract managementManagement reportingProblem managementOperational excellence initiativesImplementation of strategic initiativesCustomer service managementAI-driven automationWorkforce managementIncident management responsibilitiesContract administrationOperational performance reportingSenior leadership

About this job

Job Description: Service Desk Service Delivery Manager (Senior Leadership)
Job Title: Service Desk Service Delivery Manager
Experience: 20+ Years
Job Location: Chennai/Bangalore
Team Size Managed: 500+ FTEs
Location: Open / Global Delivery Model
Reports To: Account Delivery Director / Operations Director

Experience Requirements

20+ years of IT Services experience.

Minimum 10+ years managing large-scale Service Desk or End User Services operations.

Proven experience managing 500+ FTEs in a global delivery environment.

Experience managing multi-million-dollar managed services contracts.

Strong experience working with global clients across North America, EMEA, and APAC.

Demonstrated success in service transformation, automation, and operational excellence initiatives.

Technical & Functional Skills

ITIL Service Management

Service Desk Operations

ITSM Tools (ServiceNow, Remedy, BMC)

Workforce Management

Service Delivery Governance

Major Incident Management

Problem Management

Customer Success & Relationship Management

Service Reporting & Analytics

Financial Management & P&L Ownership

AI & Automation Technologies

Digital Workplace Services

Knowledge Management

Vendor & Partner Management

Transition & Transformation Management

Pay: ₹2,000,000.00 - ₹4,000,000.00 per year

Benefits

Flexible schedule

Health insurance

Life insurance

Provident Fund

Work Location: In person

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