Role Summary

The Service Desk Delivery Lead is accountable for end-to-end delivery of Service
Desk operations across one or more client engagements, ensuring contractual
SLAs, customer satisfaction, and operational excellence. This VP-level role owns
the P&L;, governance, and strategic relationship for assigned accounts, acting as
the primary escalation point between the client and internal delivery teams.

Key Responsibilities

Delivery & Operations
Own end-to-end Service Desk delivery (L1/L2 support) across assigned client
accounts, ensuring SLA/KPI adherence (response time, resolution time, CSAT, FCR,
abandonment rate)
Drive operational reviews (daily/weekly/monthly) to track performance,
capacity, and quality metrics
Lead incident, problem, and major incident management processes in line with
ITIL best practices
Ensure staffing, shift planning, and resource utilization align with
contracted volumes and seasonality

Client & Stakeholder Management
Serve as the primary point of contact for client stakeholders on delivery
matters; build trusted,



long-term relationships
Lead governance calls, QBRs, and steering committee meetings, presenting
performance, risks, and improvement plans
Manage escalations, ensuring timely resolution and root-cause communication to
clients
Identify and pursue account growth prospects (upsell/cross-sell) in
partnership with sales/account management

P&L; and Commercial Ownership
Own the delivery P&L; for assigned engagements, managing costs, margins, and
productivity targets
Support contract renewals, pricing discussions, and commercial negotiations
Track and report utilization, attrition, and cost-to-serve metrics

Process Improvement & Transformation
Drive continuous improvement initiatives (automation, self-service, knowledge
management, AI/chatbot deployment) to improve efficiency and reduce
cost-to-serve
Champion adoption of ITSM tools (ServiceNow, Remedy, Jira Service Management,
etc.) and reporting/analy

📌 Program Manager Navi Mumbai (India)
🏢 eClerx
📍 India