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 prospects (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