Senior Manager - Service Desk Operations

In this role, you will lead end-to-end service desk operations across multiple geographies. You will be responsible for driving performance and operational efficiency through robust incident, request, and escalation management. Your key responsibilities will include establishing and monitoring KPIs, SLAs, and CSAT targets to ensure adherence and continuous improvement. It will be essential for you to implement ITIL best practices for service management, including incident, problem, and change management. Additionally, you will be required to govern vendor/partner performance and contractual service delivery in managed service models. Conducting root cause analysis and trend reviews for recurring issues to drive permanent fixes will also be part of your role. You will define and run shift rosters, workforce planning, and capacity forecasting. **Key Responsibilities:** - Lead end-to-end service desk operations across multiple geographies. - Drive performance and operational efficiency through robust incident, request, and escalation management. - Establish and monitor KPIs, SLAs, and CSAT targets, ensuring adherence and continuous improvement. - Implement ITIL best practices for service management, including incident, problem, and change management. - Govern vendor/partner performance and contractual service delivery in managed service models. - Conduct root cause analysis and trend reviews for recurring issues and drive permanent fixes. - Define and run shift rosters, workforce planning, and capacity forecasting. **Qualifications Required:** - Bachelor Degree in any relevant field. Please note that the job code for this position is GO/JC/1475/2025. The recruiter handling this position is Maheshwari Balasubramanian.,