Operations Delivery Manager IT Service Delivery

Location: Chennai, India

Work Mode: Work from Office

Experience: 15–18 Years

Shift: 24x7 Rotational Shifts

Function: Infrastructure & Operations / Service Delivery

About the Role:

We are looking for an experienced Operations Delivery Manager to lead global 24x7 IT helpdesk and service delivery operations from Chennai.

The role will be responsible for ensuring consistent, high-quality service delivery, managing frontline support operations, driving performance against SLAs and KPIs, and leading continuous improvement initiatives.

The ideal candidate should have strong experience managing large-scale IT operations, multi-layer support teams, global stakeholders, and KPI-driven service environments.

Key Responsibilities:

- Own end-to-end 24x7 IT helpdesk/service desk operations from Chennai.
- Ensure achievement of key SLA and operational KPIs, including MTTR, FCR, CSAT and backlog management.
- Monitor queue health and ensure effective incident response and resolution.
- Lead Shift Leads and oversee Knowledge Management, Quality and Service Experience functions.
- Build accountability across teams and drive employee development and performance.
- Monitor, analyze and report operational performance to senior stakeholders.
- Use data and analytics to identify gaps and drive continuous improvement.
- Act as a senior escalation point during major incidents and critical service disruptions.
- Ensure adherence to governance, audit, risk and compliance requirements.




- Drive operational transformation, process maturity and service improvement initiatives.
- Work closely with global and regional stakeholders to ensure alignment of service delivery with business expectations.

Key Requirements:

- 15–18 years of experience in IT Service Delivery, IT Operations or Service Desk leadership.
- Strong experience managing large-scale 24x7 support/service desk environments.
- Proven experience managing multi-layer teams covering Operations, Quality, Knowledge Management and Analytics.
- Strong understanding of ITSM processes and platforms, with ServiceNow experience preferred.
- Hands-on experience managing KPI-driven operations involving MTTR, FCR, CSAT, SLA and backlog.
- Strong stakeholder management and communication skills.
- Experience driving operational transformation and process improvement.
- Good understanding of up-to-date Contact Center / CCaaS technologies and operating models.
- Experience managing teams using platforms such as Genesys, NICE, Five9, Amazon Connect or Vonage will be an added advantage.

Preferred Experience:

- Experience working in a global delivery model, particularly offshore delivery hubs with regional/global governance.
- Exposure to customer/service experience management and analytics-driven improvement.
- Experience in banking, financial services or other regulated environments is preferred.
- Strong experience working with global stakeholders and cross-border teams.

📌 Operations Delivery Manager - IT Service Delivery (Chennai)
🏢 Saaki Argus And Averil Consulting
📍 Chennai