ServiceDesk Analyst Lead

Position Summary

We are seeking a Service Delivery Manager (Lead) to lead Service Desk Operations with a strong focus on modernization, automation, observability, and SRE (Site Reliability Engineering) practices. This role will transform the Service Desk into a proactive, AI-enabled, automation-first support organization while ensuring seamless operations aligned with ITIL processes and ServiceNow (SNOW). The Service Delivery Manager will collaborate with global stakeholders and leverage monitoring/observability platforms such as Grafana and Azure Application Insights to enhance reliability, visibility, and performance.

Key Responsibilities

• Strategic Leadership
  

• Lead global Service Desk operations, ensuring SLA, KPI, and compliance adherence across regions.
  

• Define and execute the modernization roadmap for Service Desk with focus on automation, AI, observability, and predictive operations.
  

• Drive VIP Support, Major Incident Management, and executive escalations at enterprise scale.
  

• ServiceNow & ITIL Governance
  

• Act as process owner for Incident, Request, Problem, Change, and Knowledge Management in ServiceNow.
  

• Standardize ITIL-aligned processes and ensure governance, dashboards, and continual improvement.
  

• Build executive dashboards and reporting in ServiceNow for operational transparency.
  

• Modernization & Transformation
  

• Implement chatbots, self-service portals, and knowledge automation to reduce manual workloads.
  

• Partner with engineering teams to integrate Grafana dashboards and Azure Application Insights for real-time monitoring, alerting, and proactive issue detection.
  

• Champion AI - driven workflows, automation scripts, and AIOps for efficiency and cost optimization.
  

• SRE Integration
  

• Apply SRE principles (error budgets, toil reduction, observability, automation-first mindset) to Service Desk operations.
  

• Lead post - incident reviews (PIRs) with clear action items to drive reliability and prevention.
  

• Collaborate across Infra, Cloud, Network, and Security teams to enhance reliability through proactive monitoring.
  

• Team & Stakeholder Management
  

• Manage and mentor a distributed team of Leads and Engineers, fostering ownership and innovation.
  

• Partner with IT executives and vendor partners to align Service Desk strategy with enterprise goals.
  

• Act as the executive escalation point during critical incidents and outages.
  

Required Skills & Experience

• 12+ years in IT operations with 5+ years in Service Desk / ITSM leadership roles.
  
• Strong hands-on knowledge of ServiceNow (SNOW)  admin, reporting, and process ownership.
  
• Proven expertise in ITIL v3/v4 frameworks with practical implementation at scale.
  
• Experience in modernizing Service Desk operations (automation, AI, chatbots, self-service).
  
• Strong exposure to observability and monitoring tools   Grafana, Azure Application Insights, and AIOps platforms.
  
• Demonstrated success in applying SRE principles (error budgets, toil reduction, monitoring integration).
  
• Excellent leadership and stakeholder management skills with the ability to influence at CxO level.
  
• Highly dynamic, self-driven, and transformation-focused leader.
  

Preferred Qualifications

• ITIL Expert / Managing Professional certification.
  
• ServiceNow ITSM Implementation Specialist certification.
  
• Cloud operations experience (Azure, AWS, GCP).
  
• Familiarity with Splunk, Dynatrace, AppDynamics and other observability/monitoring solutions.
  
• Prior exposure to global delivery models (onshore/offshore support).