Role & responsibilities

- Provide strategic and operational leadership for Global Service Desk, Global Command Centre, and Level 2 IT support services, ensuring consistent, high-quality service delivery.

- Own end-to-end incident, problem, and escalation management processes, including major incident coordination and root cause analysis.

- Establish and monitor service performance metrics (SLAs, KPIs, CSAT), driving continuous improvement and operational efficiency.

- Lead, develop, and engage high-performing global support teams, fostering a culture of accountability, collaboration, and customer focus.
- Partner closely with IT infrastructure, application, cybersecurity, and business stakeholders to align support services with business needs.

- Manage third-party service providers and vendors, ensuring contractual compliance, performance optimization, and cost effectiveness.

- Drive standardization, automation, and process optimization aligned with IT service management best practices.

- Ensure compliance with company policies, security standards, and regulatory requirements across all support operations.

Required





- 8+ years of progressive IT experience, including senior-level leadership in IT support or technology services environments.

- Proven experience leading large, multi-tier IT support organizations (Service Desk, Command Center, L2).

- Strong expertise in incident, problem, and service management within complex, global environments.

- Demonstrated ability to manage and influence cross-functional and geographically distributed teams.

- Experience managing external service providers and vendor relationships.

- Solid analytical, communication, and stakeholder management skills.

Preferred candidate profile

- Experience supporting enterprise IT environments in regulated industries (medical device, healthcare, life sciences).
- Experience driving service transformation, automation, or global standardization initiatives.
- Familiarity with ITIL-based service management frameworks and tools.
- Demonstrated change leadership experience in large, matrixed organizations.

📌 Manager, Support Service GSD RCC (Bengaluru)
🏢 Zinnov Management Consulting
📍 Bengaluru