Job Summary

The Service Desk Service Delivery Manager SDM acts as the primary interface between ITC Infotech and Customer responsible for ensuring reliable productive and compliant Service Desk operations governance and continuous improvement across the engagement.

Responsibilities
Serve as the primary point of contact for Customer on all Service Desk operational service delivery and governance matters
Be accountable for end-to-end Service Desk performance including SLA KPI adherence service quality and contractual compliance
Manage and drive resolution of operational and hierarchical escalations from Customer and internal ITC Infotech teams
Lead the Service Desk governance cadence including weekly operational calls monthly service review meetings and quarterly steering committee meetings
Own and manage Service Desk reporting dashboards metrics trend analysis and continuous improvement initiatives
Coordinate cross-functional dependencies with Customer Product Owners L2L3 support teams and internal ITC Infotech stakeholders to ensure smooth ticket flow and resolution




Support the onboarding of recent applications changes in scope transition and hypercare activities and knowledge transfer into the Service Desk
Ensure alignment between Service Desk operations workforce planning shift coverage and customer expectations
Proactively identify operational risks service improvement opportunities and efficiency levers within the Service Desk landscape
Ensure adherence to ITIL processes including Incident, Request, Problem, Change and Knowledge Management

Experience & Qualifications
10+ years of experience in Service Desk operations with strong exposure to IT Infrastructure support environments
Proven experience managing enterprise-scale Service Desk engagements and customer-facing governance
Strong understanding and hands-on application of ITIL processes
ITIL Certification
Preferred Hotel Hospitality domain knowledge or experience supporting hospitality environments

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Desk Dm Professional Bengaluru
🏢 ITC Infotech
📍 Bengaluru