Description
Role Summary
The Service Desk Delivery Lead is accountable for end-to-end delivery of Service Desk operations across one or more client engagements, ensuring contractual SLAs, customer satisfaction, and operational excellence. This VP-level role owns the P&L;, governance, and strategic relationship for assigned accounts, acting as the primary escalation point between the client and internal delivery teams.
Key Responsibilities
Delivery & Operations
- Own end-to-end Service Desk delivery (L1/L2 support) across assigned client accounts, ensuring SLA/KPI adherence (response time, resolution time, CSAT, FCR, abandonment rate)
- Drive operational reviews (daily/weekly/monthly) to track performance, capacity, and quality metrics
- Lead incident, problem, and major incident management processes in line with ITIL best practices
- Ensure staffing, shift planning, and resource utilization align with contracted volumes and seasonality
Client & Stakeholder Management
- Serve as the primary point of contact for client stakeholders on delivery matters; build trusted,
long-term relationships
- Lead governance calls, QBRs, and steering committee meetings, presenting performance, risks, and improvement plans
- Manage escalations, ensuring timely resolution and root-cause communication to clients
- Identify and pursue account growth opportunities (upsell/cross-sell) in partnership with sales/account management
P&L; and Commercial Ownership
- Own the delivery P&L; for assigned engagements, managing costs, margins, and productivity targets
- Support contract renewals, pricing discussions, and commercial negotiations
- Track and report utilization, attrition, and cost-to-serve metrics
Process Improvement & Transformation
- Drive continuous improvement initiatives (automation, self-service, knowledge management, AI/chatbot deployment) to improve efficiency and reduce cost-to-serve
- Champion adoption of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.) and repo
📌 Program Manager (Pune)
🏢 eClerx
📍 Pune