WHAT YOU WILL DO

As Global Service Desk Manager, you will be accountable for the strategy, governance, performance and continuous improvement of OUR's global Service Desk operation.

You will lead a globally distributed organisation and play a critical role in advancing our incident management capabilities, service intelligence, automation, AI adoption and ServiceNow transformation agenda.

Key Responsibilities

Global Service Desk Leadership

- Own and evolve the global Service Desk operating model across locations, shifts, languages, channels and suppliers.
- Define and execute a Service Desk maturity roadmap covering people, process, tooling, knowledge management, automation and customer experience.
- Establish governance frameworks, decision rights, escalation paths and operational standards.

Incident & Major Incident Management

- Own Service Desk performance across incidents, service requests, customer communications, triage, escalation and operational coordination.
- Ensure effective Service Desk participation in Priority 1 and Major Incident management processes.
- Develop and maintain sustainable leadership coverage models, including out-of-hours and reduced-coverage operations.
- Drive accountability and consistency across regions, shifts and third-party providers.

Customer Experience & Service Performance

- Lead performance management through customer-focused outcomes, including SLA achievement, first contact resolution, backlog health, escalation timeliness, service quality and customer experience.
- Use customer feedback and operational insights to identify and prioritise improvement opportunities.
- Ensure performance reporting demonstrates measurable business and customer value.

Service Intelligence & Predictive Operations

- Establish trusted operational metrics, reporting standards and data governance practices.




- Leverage operational, workforce, service health and customer experience data to drive decision-making.
- Define predictive indicators and risk thresholds to improve service stability and operational resilience.
- Promote proactive intervention through actionable dashboards and service intelligence.

AI, Automation & Innovation

- Own the operational strategy for AI-enabled support services and automation adoption.
- Establish measurable knowledge management and shift-left practices to increase Service Desk resolution capability, self-service adoption and operational efficiency.
- Identify and prioritise opportunities across routing, triage, workflow automation, self-service, virtual agents and knowledge management.
- Measure realised business perks including productivity, quality, customer experience and operational efficiency.
- Ensure appropriate governance, risk controls and human oversight for AI-enabled services.

ServiceNow & CMDB Transformation

- Lead Service Desk readiness, adoption and value realisation activities associated with ServiceNow transformation initiatives.
- Drive operational excellence through workflows, assignment models, dashboards, knowledge, catalogue and self-service capabilities.
- Support CMDB maturity and service mapping improvements to enhance impact analysis, routing, reporting and automation outcomes.

Workforce & Organisational Development

- Lead managers and team leaders across a global operation,



ensuring clear objectives and accountability.
- Drive workforce transformation through skills development, career pathways and succession planning.
- Forecast demand and capacity requirements, ensuring appropriate shift coverage, skills coverage, workforce utilisation and sustainable service delivery models.
- Build future-ready teams capable of operating in increasingly automated and AI-enabled environments.

Governance, Risk & Continuous Improvement

- Maintain and govern a prioritised service improvement roadmap.
- Ensure compliance with security, audit, access management and data governance requirements.
- Escalate operational, supplier, capacity and transformation risks with evidence-based recommendations.

WHO YOU ARE You are a strategic operational leader with a strong track record of running complex, global service organisations while leading large-scale transformation initiatives.

You combine strong people leadership with operational excellence, data-driven decision-making and a passion for improving customer outcomes.

EXPERIENCE

Required

- Significant leadership experience within a global, multi-site or multi-shift Service Desk environment.
- Proven accountability for incident performance, Major Incident support and customer outcomes.
- Experience in workforce planning, operational governance and service reporting.
- Strong knowledge of ITIL practices and enterprise IT Service Management platforms.
- Experience using operational data and service intelligence to drive business decisions and performance improvement.

Represent the Service Desk in service reviews, governance forums, supplier reviews and transformation initiatives, ensuring clear accountability and escalation management across stakeholders.

📌 Global Service Delivery Manager (Gurugram)
🏢 Shervani Tech Hub
📍 Gurugram