Role Title: Project Manager Service Desk Operations

Location: Bangalore / Designated Delivery Center

Experience: 10+ years in IT Service Management / Service Desk delivery, including 3+ years in a Project / Delivery Manager role

Role Summary-Project Manager Service Desk Operations

We are looking for a Project Manager Service Desk Operations to lead the end-to-end execution of Service Desk projects and the day-to-day BAU operations of a large, multi-lingual, 24x7 Service Desk spanning transition, stabilization, steady-state, and continuous improvement.

The role demands hands-on operational ownership, strong governance discipline, the ability to control attrition, and full accountability for project profitability while ensuring stable, SLA-compliant delivery across ITSM processes. The ideal candidate combines execution focus with expertise in financial management, ISO compliance, and reporting/analytics, and is comfortable operating across diverse stakeholders, languages, and geographies.

Must-Have Skills

- 10+ years in IT Service Management / Service Desk delivery, including 3+ years in a Project / Delivery Manager role with end-to-end ownership.
- Proven hands-on experience running BAU operations of a large, multi-lingual Service Desk in a 24x7 environment.
- Robust knowledge of ITIL processes Incident, Request, Change, Problem, and Knowledge Management.




- Hands-on with ServiceNow / BMC Remedy or similar ITSM tools.
- Financial management expertise revenue / cost projection, budget tracking, PCM / margin management, and revenue-leakage identification.
- Proven experience running strong governance cadence with internal and client stakeholders, including client-facing reviews.
- Experience in transitions, migrations, and BAU stabilization.
- Demonstrated ability to control attrition and lead front-line teams.
- Hands-on experience with ISO audits and compliance processes.
- Proven track record of driving automation, service improvements, and value-added initiatives.
- Advanced MS Excel — Pivot Tables, Macros, formulas, dashboards, and data analysis.
- Excellent communication, stakeholder management, and analytical / problem-solving skills; able to work under pressure and manage multiple priorities.
- Willingness to work in a 24x7 environment and 5 days from office.

Preferred Certifications:

- ITIL Foundation (Intermediate preferred).
- PMP or PRINCE2.
- ISO 20000 / 27001 awareness (added advantage).

Other Specifications:

- Location: Bangalore / Designated Delivery Center.
- Work Mode: 5 Days Work from Office — No Hybrid, No Work from Home.
- Shift: Flexible to support 24x7 operations, including weekend / holiday rotation.
- Availability: Ready to work in a 24x7 environment.

📌 Project Manager (Karnataka)
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