Service Desk Operations - Senior Manager

Company Description

Vialto Partners is a market leader in global mobility services. Our purpose is to 'Connect the world'. We are unique and the only stand-alone global mobility business. This presents a rare opportunity for our clients, stakeholders and colleagues.

Our teams help companies streamline and effectively manage their global mobility programs in a cost-efficient and compliant manner. Our services focus on providing cross-border compliance and risk assessment for tax, immigration, business travel, rewards and compensation, and remote work.

Working at Vialto Partners is about getting the chance to be part of a global and dynamic team. Globally, Vialto Partners has over 6,500 staff and continues to grow. You will work with clients from a range of industries and different geographical locations. We believe in connecting the world and supporting our colleagues to do the same in their careers by undertaking assignments and opportunities globally that broaden their skills and ultimately benefit our clients.

Vialto is unstoppable when we work together in a culture of belonging, where everyone can thrive. We encourage employees to bring their true selves and share their unique talents and expertise to positively impact the communities we serve.

To learn more about what we do, tune in to our podcast On the Move to hear expert insights on issues affecting global mobility, and read about the latest news in the industry. You can also follow us on Linkedin and Instagram.

Job Summary

We are seeking a Senior Manager to lead Service Desk Operations, Engineering, and SRE initiatives with a strong focus on modernization, automation, and program management. This role will be accountable for transforming L1 Service Desk into a proactive, AI-enabled, automation-first function, while also leading L3 engineering / development activities for sustain applications. The Senior Manager will ensure robust ITIL governance via ServiceNow (SNOW),

embed SRE practices, and drive modernization programs across the support ecosystem.

Key Responsibilities

Strategic Leadership & Modernization

• Own and execute the modernization roadmap for L1 Service Desk (AI,

automation, self-service, chatbots, knowledge engineering, and process

optimization).

across the enterprise.

Engineering & L3 Development (Sustain Apps)

stability, lifecycle management, and modernization.

sustain apps and Service Desk tooling.

business outcomes.

ServiceNow & ITIL Governance

integrations, data model, and security.

global adoption across ServiceNow.

Mapping, Discovery, ITOM, ITSM Pro, Automation Engine / Orchestration,

HRSD, and Integrations with SCCM, Intune, Azure, Grafana, Splunk, etc.).

ServiceNow to provide enterprise-level transparency.

SRE & Observability

Dynatrace, AppDynamics) to enhance reliability and proactive response.

strategies.

Program & Stakeholder Management

initiatives are delivered on time and within budget.

improve resilience and support transformation programs.

Team Leadership

engineering, instilling accountability and innovation.

automation-enabled organization.

Required Skills & Experience

modernization initiatives.

ownership.

self-service).

Dynatrace, AppDynamics.

Preferred Qualifications

Additional Information

Work Location - Hyderabad

We are an equal opportunity employer that does not discriminate on the basis of any legally protected status.

Please note, AI is used as part of the application process.

Skills Required

Servicenow, Appdynamics, Dynatrace, Splunk, Grafana, Itil