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.
- Robust experience managing large-scale 24x7 support/service desk environments.
- Proven experience managing multi-layer teams covering Ope
📌 Operations Delivery Manager (Chennai)
🏢 Saaki Argus And Averil Consulting
📍 Chennai
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