Service Desk Management

About Company:

Our client is a global technology consulting and digital solutions company that enables enterprises to reimagine business models and accelerate innovation through digital technologies. Powered by more than 84,000 entrepreneurial professionals across more than 30 countries, it caters to over 700 clients with its extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes.

Job Title: Service Desk Management

Location:Bangalore (Global village Tech Park)

Experience: 8 to 10 Years

Employment Type: Contract to Hire

Work Mode: Hybrid

Notice Period: Immediate Joiners Only

Job Description:

• Having 10+ yrs experience
• Manage IT services for assigned sites, working with internal service teams and external service providers’ resources to provide effective IT services
• Special focus on managing our Service Providers and Client Technicians to deliver to the expected service-demand of our sites
• Prioritize IT services work within the assigned sites and provide reporting on top issues and status
• Manages service delivery of IT services at multiple locations and drive adherence to SLAs
• Partners with the IT Business Relationship Manager to provide IT services to assigned sites that meet the local business needs/plans and drive our IT operating model
• Works collaboratively across IT Services, Business Relationship Managers, and Finance to communicate allocations and local funding requirements for the site Service Delivery Infrastructure requirements.
• Manages the lifecycle of site infrastructure at assigned sites to ensure adequate planning and funding is in place to prevent cyber security risks
• Oversee site incident management, communication to IT and business leadership, status reviews, root cause analysis approvals and follow-up actions.
• Ensure effective IT change management execution, following the ITIL framework and PHINIA
• Responsibilities:
• standards and processes, including coordination of local maintenance windows and IT Project scheduling considerations including:
• Participate in the regional Change Approval Board (CAB) meeting.
• Conduct expedited approval process for urgent / emergency changes.
• Ensure service team involvement, ownership, and delivery in change activity:
• Work with service teams for effective problem management activities
• Manage business escalations to resolve IT operational issues and incidents and business client complaints
• Coordinate processes for the delivery and management of IT services, including PR/PO creation, appropriation request approvals, invoice review and approval, and invoice payment performance.
• Analyze and manage service delivery effectiveness through relevant regional metrics, scorecards, and improvement actions.
• Align relevant IT services with the needs of the business and work to continuously improve the quality and cost of services delivered.
• Supports the local execution and coordination of Corporate and BU IT initiatives such as cyber resiliency, product line launches, new products, footprint changes, etc.
• Participates in the identification of emerging technologies and new capabilities that add value and align with IT strategy.