Stada Pharma Services India Private Limited

About the role: Manager IT Service Desk Support will oversee day-to-day operations of the IT Service Desk Level 1 support team in Mumbai, ensuring consistent, high-quality, and customer-centric service delivery across voice, chat, email, and self-service channels. This role will drive operational excellence through performance monitoring, issue resolution, and proactive improvement of support processes. He/she will play a key role in knowledge management, automation (Shift-Left), and training initiatives to continuously improve first-contact resolution and end-user experience. He/she will also support onboarding new STADA affiliates / regions to Level1 IT Service Desk in line with expansion of business. Job Responsibilities: 1. Transition and setup: Lead the insourcing program from discovery to cutover, including knowledge transfer, parallel run, and stabilization. Define and implement L1 scope, SLAs/OLAs, shift coverage, escalation matrix, and handoffs to L2/L3. Configure or refine ITSM workflows (e.g., ServiceNow/Jira SM), categories, routing, automation, and reporting dashboards. Build runbooks and a KCS-aligned knowledge base to enable first contact resolution. Establish contact centre/telephony, chat, and self-service capabilities with quality monitoring and reporting. 2. Team Leadership & Operations Lead, coach, and mentor a team of Service Desk Team to deliver exceptional IT support. Manage daily shift operations, ensuring adequate coverage, workload balance, and SLA adherence. Ensure professional service delivery across voice, chat, email, and portal channels. Maintain escalation protocols, VIP user lists, and operational procedures. Conduct regular performance reviews, feedback sessions, and training needs assessments. Foster a positive, collaborative work environment aligned with STADA’s values and service excellence culture. 3. Service Delivery Management Monitor and report on key Service Desk KPIs including FCR, AHT, ASA, CSAT, and backlog trends. Ensure timely and effective incident logging, classification, escalation, and resolution. Manage VIP user support, major incidents, and critical issue escalations with professionalism and urgency. Collaborate with Level 2/Level 3 resolver teams to ensure swift handover and root cause resolution. Plan & forecast capacity; analyze performance. 4. Performance and Capacity Planning Forecast ticket volumes and scale staffing accordingly. Drive ShiftLeft and automation initiatives to improve efficiency. 5. Reporting & Governance Ensure adherence to ITIL processes (Incident, Request, Problem) and STADA’s internal ITSM policies. Maintain audit-ready documentation for all support processes and access controls. Uphold data privacy, DPA, and segregation of duties (SoD) standards across operations. Publish dashboards for SLRs/XLAs, conduct trend analysis, and prepare SteerCo packs. Lead service reviews and maintain cadence with stakeholders. 6. Compliance and Process Ensure ITIL-aligned practices across Incident, Request, Problem, and Major Incident Management. Interface with Change and Release processes. 7. Continuous Improvement Support implementation of Shift-Left initiatives, automation, and knowledge base updates. Identify recurring issues and recommend process or system enhancements to improve efficiency. Ensure proper knowledge transfer (KT) for new joiners and maintain an updated repository of known errors and solutions. Participate in service review meetings and contribute to operational improvement plans. 8. Knowledge and Training Support set-up and implementation of the IT Service Desk in India Support implementation of Shift-Left initiatives, automation, and knowledge base updates. Oversee knowledge base quality, coverage, and translation workflows. Ensure effective knowledge transfer and training completion. 9. Knowledge and Training Collaborate with L2/L3 teams and third-party vendors. Enforce OLAs Risk, security & compliance: uphold DPA/SoD/access controls; ensure auditability and data residency requirements. Ability and willingness to travel for work to Europe and other regions where STADA operates Success Metrics (XLAs/SLRs) First Contact Resolution (FCR) Average Speed of Answer (ASA) / Abandonment Average Handling Time (AHT) and RightFirstTime Bot containment/deflection and knowledge reuse CSAT/NPS, reopen rate, Major Incident response time QA pass rate; training completion rate; ShiftLeft scope growth. Key Competencies Required: Bachelor’s degree in computer science, Information Technology, or a related field. 5 to 8 years of IT Service Management (ITSM) experience with at least 3 to 5 years in a lead or supervisory role. Strong understanding of ITIL processes and service delivery governance. Hands-on experience with ITSM platforms such as ServiceNow, Microsoft Dynamics 365 Customer Service, or equivalent. Proficiency with Microsoft Teams/Voice, Azure AI tools, and Power BI for reporting is an advantage. ITIL v4 certification preferred; KCS Practitioner or Lean/Six Sigma a plus. Excellent communication, interpersonal, and stakeholder management skills. Customer-focused mindset with strong problem-solving abilities. Compliance & Ways of Working Operate within STADA MSA/SOW, ITIL practices, and DPA/privacy controls; maintain audit-ready records and reporting.