Job Description: 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 workplace.
Experience managing multi-million-dollar managed services contracts.
Robust 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:
Adaptable schedule
Health insurance
Life insurance
Provident Fund

Work Location: In person

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