Position Description

Company Profile

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed.

We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries.

Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us.

Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development.

Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

Job Title: Service Desk Operations & Governance SME

Position: Associate Consultant

Experience: 6+ Years

Category: Software Development/ Engineering

Main location: Bangalore

Job Code: J0826-2154

Employment Type: Full Time

We are looking for a seasoned Service Desk professional with strong operational and ITIL expertise to take ownership of the day-to-day operational governance of a multilingual Service Desk environment.

The role will be responsible for ensuring that Service Desk operations are structured, measurable, governed and continuously improved. The individual will analyse operational performance, identify recurring issues and service gaps, drive corrective actions, ensure adherence to agreed processes and coordinate with L2/L3 teams to improve resolution outcomes.

The role is not limited to managing people or monitoring queues. The successful candidate will act as a Service Desk subject-matter expert and operational governance owner, bringing structure, discipline and analytical insight into the operation.

The role will work closely with the Service Delivery Manager, Service Desk Leads, L2/L3 resolver teams, application teams, infrastructure teams, workplace/EUS teams, vendors and client stakeholders.

Key Responsibilities

- Service Desk Operational Governance
- Own the day-to-day operational governance of the Service Desk.
- Establish and maintain operational routines covering:
- Daily operational review
- SLA performance
- Backlog
- Aging tickets
- Priority incidents
- Reassignments
- Escalations
- Abandoned/unanswered calls
- Ticket quality
- Customer feedback
- Ensure operational teams follow agreed processes, SOPs and ITIL practices.
- Identify deviations from the operating model and drive corrective actions.
- Ensure appropriate ownership and accountability across the Service Desk.
- Maintain operational readiness for changes, recent services and project transitions.

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- Performance & Data Analysis

This should be one of the core responsibilities of the role.
- Analyse Service Desk performance trends and identify underlying causes.
- Monitor and interpret:
- SLA achievement
- Response and resolution performance
- Ticket volumes
- Backlog
- Aging
- Reopen rates
- First Contact Resolution
- Escalation rates
- Call abandonment
- Customer satisfaction
- Productivity
- Quality scores
- Identify trends rather than simply reporting numbers.
- Produce meaningful operational insights and recommendations.
- Identify recurring operational issues and translate them into improvement initiatives.
- Maintain dashboards and management reports.
- Prepare inputs for weekly/monthly service reviews.
- Highlight risks and emerging issues to the SDM before they become escalations.

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- Ticket Hygiene & Quality Management
- Drive improvement in Service Desk ticket quality and documentation.
- Ensure tickets contain appropriate:
- Categorisation
- Prioritisation
- User/business impact
- Troubleshooting performed
- Worklogs
- Resolution details
- Knowledge references
- Closure information
- Perform regular ticket sampling and quality audits.
- Identify recurring quality issues by agent/team/process.




- Work with Team Leads to implement corrective actions.
- Ensure tickets are progressed appropriately and do not remain unnecessarily in queues.
- Identify tickets requiring escalation and ensure timely handover to L2/L3.
- Monitor tickets approaching SLA breach and ensure proactive intervention.

________________________________________
- Incident, Problem & Escalation Management
- Provide operational oversight of Major/P1/P2 incidents from the Service Desk perspective.
- Ensure correct prioritisation and escalation based on business impact.
- Support Major Incident Management and ensure appropriate Service Desk participation.
- Identify recurring incidents and candidates for Problem Management.
- Analyse repeat incidents and identify opportunities for permanent resolution.
- Work with L2/L3 resolver groups to drive recurring-problem reduction.
- Track outstanding actions from major incidents and problem investigations.
- Ensure lessons learned are converted into process, knowledge or technical improvements.

________________________________________
- Cross-Functional Coordination

Act as the operational bridge between Service Desk and resolver teams.
- Coordinate with L2/L3 Infrastructure, Applications, EUS, IAM, Network, Cloud and other support teams.
- Identify bottlenecks in the incident/request resolution lifecycle.
- Challenge unnecessary ticket transfers and ownership gaps.
- Ensure clear escalation paths are followed.
- Drive resolution of aged or stuck tickets across resolver groups.
- Identify recurring dependency issues between Service Desk and other support towers.
- Work with application and infrastructure SMEs to improve knowledge available to the Service Desk.

________________________________________
- Process & Continual Service Improvement
- Identify opportunities to streamline Service Desk processes.
- Review existing workflows and identify unnecessary manual steps.
- Drive continual improvement initiatives around:
- Incident management
- Request fulfilment
- Knowledge management
- Escalation
- Ticket routing
- Categorisation
- Automation
- Self-service
- Monitoring integration
- Identify opportunities for automation and shift-left.
- Improve First Contact Resolution through better knowledge, tooling and training.
- Maintain and improve Service Desk SOPs and operational documentation.
- Support implementation of ITIL-aligned practices.
- Ensure improvements are measurable and demonstrate operational/business benefit.

________________________________________
- Knowledge Management
- Ensure knowledge articles are available and usable by Service Desk agents.
- Identify knowledge gaps from ticket trends and recurring incidents.
- Work with L2/L3 teams to convert technical resolutions into Service Desk knowledge.
- Review the quality and usefulness of existing knowledge articles.
- Drive adoption of Knowledge Management and shift-left practices.
- Identify opportunities for self-service and automation based on recurring requests.

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- Team Coaching & Operational Enablement

The role should not replace the Team Leads, but should provide SME-level direction and coaching.
- Coach Team Leads and senior analysts on ITIL processes and operational practices.
- Support agents in improving troubleshooting and ticket-handling quality.
- Identify capability gaps based on operational data.
- Recommend targeted training and coaching.
- Conduct periodic knowledge-sharing sessions.
- Support onboarding of new Service Desk resources.
- Promote a culture of ownership, accountability and continuous improvement.

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- Client & Stakeholder Support

The person will have stakeholder interaction, but the SDM remains the primary client/account owner.
- Provide operational inputs for client service reviews.
- Prepare factual analysis and recommendations for the SDM.
- Participate in operational governance meetings.
- Support service-related escalations.
- Provide timely updates on operational risks and improvement actions.
- Translate operational data into meaningful business-level insights.
- Support the SDM in preparing service improvement proposals and operational roadmaps.

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- Governance & Compliance
- Ensure adherence to agreed governance frameworks and contractual processes.
- Maintain operational evidence required for audits and governance reviews.
- Ensure compliance with ITIL, security and organisational processes.
- Track actions, risks, issues and improvement initiatives.
- Maintain Service Desk operational documentation and control mechanisms.
- Support internal and client audits where required.

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- Key Deliverables / KPIs

I would make the role accountable for outcomes, rather than just activities.

Area Expected Outcome

SLA Consistent SLA achievement and early intervention on breaches

Backlog Controlled and continuously improving backlog

Ticket Aging Reduction of aged/stagnant tickets

Ticket Quality Improved ticket hygiene and documentation

FCR Continuous improvement in First Contact Resolution

CSAT Improvement in customer experience

Escalations Reduction in avoidable escalations

Repeat Incidents Identification and reduction of recurring issues

Quality Consistent quality audit performance

Process Compliance High adherence to agreed ITIL processes

Knowledge Increased usage and quality of knowledge articles

Automation Identification and delivery of automation opportunities

Continual Improvement Measurable improvement initiatives delivered

Governance Accurate and timely operational reporting

Mandatory Skills

- 6+ years of Service Desk / IT Operations experience, with significant experience in senior/SME/leadership roles.
- Strong experience managing large or complex Service Desk operations.
- Robust understanding of ITIL Incident, Request, Problem, Change and Knowledge Management.
- Experience with SLA/KPI management and operational governance.
- Strong analytical and reporting skills.
- Demonstrated experience in root-cause analysis and recurring-issue reduction.
- Strong understanding of Service Desk ticket lifecycle and ITSM practices.
- Experience working with L2/L3 resolver teams.
- Experience managing operational escalations.
- Experience in continual service improvement.
- Robust stakeholder communication skills.
- Experience working in a multi-team / multi-vendor IT environment.

Preferred Skills
- ITIL 4 Foundation certification.
- ITIL Managing Professional modules would be an advantage.
- Experience with TopDesk, ServiceNow, BMC Remedy or similar ITSM platforms.
- Experience with multilingual Service Desk operations.
- Experience with Service Desk transformation, automation and shift-left initiatives.
- Experience with Microsoft technologies / Workplace / EUS environments.
- Experience in outsourced IT service delivery / managed services

Note: This is a general outline of the responsibilities and qualifications typically associated with the Virtualization Specialist role. Actual duties and qualifications may vary based on the specific needs of the organization. CGI is an equal chance employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Service Desk Operations & Governance SME (Bengaluru)
🏢 CGI
📍 Bengaluru