Chennai, Tamil Nadu, India Skills IT Service ManagementService Desk LeadershipIncident ManagementProblem ManagementPerformance MetricsITIL FrameworkBudget ManagementTicketing SystemsTeam Leadership We are seeking a dynamic and experienced Service Delivery Head to lead and oversee the Service Desk function. The ideal candidate will be responsible for ensuring the effective delivery of IT support services to the business, driving continuous improvement in service quality, and ensuring customer satisfaction. As the Service Delivery Head, you will manage day-to-day operations of the Service Desk, set performance metrics, lead a team of service desk professionals, and align service delivery with business goals and IT strategies.

Responsibility

Lead, motivate, and manage the Service Desk team to ensure high levels of customer service, efficiency, and performance.,Develop long-term plans for the growth and transformation of the service desk, incorporating industry best practices and emerging trends.,Oversee daily service desk operations, ensure SLA compliance, monitor policies, and collaborate with IT teams to enhance incident and problem management.,Implement performance management, provide feedback, and ensure team members have the necessary tools and training.,Identify trends and areas of improvement in service delivery,



proactively addressing recurring issues and bottlenecks.,Serve as the primary point of contact for all service desk-related matters, ensuring clear and transparent communication between stakeholders.,Develop and manage the service desk budget, align staffing and resources with demand, and plan for peak periods and current rollouts.,Collaborate with IT teams to maintain ITSM platforms and integrate with business systems.,Proactively manage service delivery risks and oversee incident management for timely resolution of critical issues.,Develop and implement disaster recovery and business continuity plans to handle unexpected disruptions.,Establish KPIs for the service desk, monitor performance, and regularly report insights on user satisfaction, ticket volumes, and resolution times.,Ensure service desk compliance with policies, regulations, and best practices.,Implement quality assurance measures and regularly audit processes to maintain standards and drive continuous improvement.

Qualification

Bachelor's degree in Computer Science, Information Technology, or a related field.

ITIL Practitioner or Expert level certifications preferred.

Project Management certification (e.g., PMP, PRINCE2) is a plus.

Job Overview Date PostedFebruary 07, 2025 LocationChennai, Tamil Nadu, India TypeFull Time Experience15 - 20 years CTCBudget not specified

📌 Service Delivery Head (Chennai)
🏢 Intuitive Apps
📍 Chennai