: Service Desk Service Delivery Manager (Senior Leadership)

Job Title: Service Desk Service Delivery Manager

Experience: 20 Years

Job Location: Chennai/Bangalore

Team Size Managed: 500 FTEs

Location: Open / Global Delivery Model

Reports To: Account Delivery Director / Operations Director

Experience Requirements

- 20 years of IT Services experience.
- Minimum 10 years managing large-scale Service Desk or End User Services operations.
- Proven experience managing 500 FTEs in a global delivery environment.
- Experience managing multi-million-dollar managed services contracts.
- Strong experience working with global clients across North America, EMEA, and APAC.
- Demonstrated success in service transformation, automation, and operational excellence initiatives.

Technical & Functional Skills

- ITIL Service Management




- Service Desk Operations
- ITSM Tools (ServiceNow, Remedy, BMC)
- Workforce Management
- Service Delivery Governance
- Major Incident Management
- Problem Management
- Customer Success & Relationship Management
- Service Reporting & Analytics
- Financial Management & P&L; Ownership
- AI & Automation Technologies
- Digital Workplace Services
- Knowledge Management
- Vendor & Partner Management
- Transition & Transformation Management

Pay: ₹2,000,000.00 - ₹4,000,000.00 per year

Benefits

- Versatile schedule
- Health insurance
- Life insurance
- Provident Fund

Work Location: In person

📌 Service Desk Service Delivery Manager (Bengaluru)
🏢 MPower Plus
📍 Bengaluru