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).
Robust 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 (India)
🏢 Zinnov Management Consulting
📍 India