Service Delivery Manager - Global Service Desk

Role Overview :

We are seeking a seasoned Service Delivery Manager to lead our Global Service Desk and Remote Desktop operations. This role focuses on driving operational excellence, governance, automation, and customer satisfaction across a complex, multi-region IT support ecosystem.

Key Responsibilities :

Operations & Performance Management :

- Team Leadership : Lead and manage distributed Global Service Desk and Remote Desktop Support teams.

- Metric Ownership : Drive SLA adherence, CPI, KPI, AHT, CSAT, abandonment rate, and speed to answer (calls & chats).

- Continuous Improvement : Analyze performance gaps and execute corrective action plans to optimize service.

- Process Standardization : Standardize 24x7 support workflows across multiple geographical regions.

Governance & Stakeholder Relations :

- Service Reviews : Own and present Weekly, Monthly, and Quarterly Service Reviews (WBR/MBR/QBR) to clients.

- Operational Governance : Partner with Knowledge Management and Quality teams to strengthen support baselines.

- Escalation Management : Act as the primary point of contact for critical client issues and relationship building.

Automation & Tool Optimization :

- ITSM & Communication Tools : Leverage ServiceNow and Genesys CX3 to streamline operations.

- AI & UX Innovation : Implement AI platforms (e.g., Sanas.ai) and translation solutions to enhance user experience.

- Ticket Reduction : Identify top 10 call drivers and execute shift-left and self-service automation strategies.

Transition & Transformation :

- Service Migration : Lead service transitions, knowledge transfers, and onboarding stabilization.

- Risk Mitigation : Ensure zero business disruption and strict adherence to timelines during project rollouts.

Technical Skills & Requirements :

- ITSM Frameworks : Strong background in ITIL processes and service delivery frameworks.

- Tool Proficiency : Hands-on management experience with ServiceNow and Genesys cloud routing.

- Data Analytics : Ability to translate raw ticket metrics into actionable business insights.

Soft Skills :

- Leadership : Proven ability to manage, mentor, and inspire large, distributed technical support teams.

- Communication : Elite stakeholder management, presentation, and client-facing communication skills.

(ref:hirist.tech)