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Service Desk Lead

Service Desk Lead

ConfidentialBengaluru / Bangalore
30+ days ago
Job description

The  Service Delivery Lead  is responsible for the successful delivery of services to clients, ensuring they are provided with high-quality solutions that meet expectations. This role involves managing client relationships, coordinating with various teams, monitoring performance, and ensuring services are delivered within agreed-upon service level agreements (SLAs).

Key Responsibilities :

  • Service Delivery Management :  Oversee the end-to-end delivery of services to clients, ensuring they meet quality standards, SLAs, and client expectations.
  • Client Relationship Management :  Act as the primary point of contact for clients, ensuring open communication, addressing concerns, and building strong, long-lasting relationships.
  • Team Leadership :  Lead, motivate, and support cross-functional teams to ensure the effective execution of service delivery.
  • Problem Resolution :  Identify and resolve service delivery issues, ensuring minimal disruption to clients and maintaining high satisfaction levels.
  • Process Improvement :  Continuously review and improve service delivery processes to enhance efficiency, effectiveness, and customer satisfaction.
  • Performance Monitoring :  Track and report on service performance metrics, ensuring SLAs and KPIs are consistently met.
  • Collaboration :  Work closely with other departments (such as IT, operations, and support teams) to ensure services are delivered according to the defined requirements.
  • Risk Management :  Proactively identify and mitigate any potential risks or challenges related to service delivery.
  • Reporting :  Prepare regular reports on service delivery performance, client feedback, and ongoing improvements.
  • Escalation Management :  Handle escalations from clients, addressing concerns and ensuring timely resolutions.

Qualifications :

  • Education :  A Bachelor's degree in Business, IT, or a related field is often preferred.
  • Experience :  At least 10 - 12 years of experience in service delivery preferably in IT industry
  • Skills :
  • Knowledge and Understanding of IT environments – Servicedesk operations and Infrastructure support
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • In-depth knowledge of service delivery processes and methodologies.
  • Experience with service management tools (e.g., ITIL, ServiceNow, etc.).
  • Strong analytical and problem-solving skills.
  • Ability to manage multiple projects and priorities simultaneously.

    • Desired Attributes :

  • Customer-Focused :  Strong commitment to customer satisfaction and service excellence.
  • Detail-Oriented :  Ability to focus on the small details while keeping an eye on the broader strategic goals.
  • Proactive :  Ability to anticipate issues and address them before they impact service delivery.
  • Adaptable :  Willingness to adjust to changing client needs and market conditions.
  • Results-Driven :  Focused on achieving service goals and delivering measurable outcomes.

    • Skills Required

    Servicedesk, Service Delivery Management

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    Service Desk Lead • Bengaluru / Bangalore