Job Summary

Manager to Lead a 24x7 global Service Desk in a BFSI environment, driving SLA-based delivery, managing large teams (100–120 FTEs), and ensuring high service quality and customer satisfaction.

Key Responsibilities

• End-to-end Service Desk operations management • SLA/KPI ownership (FCR, CSAT, Response & Resolution) • Major incident management (P1/P2) • Stakeholder & client management • Transition & project management • ITIL process adherence (Incident, Problem, Change)

Skill Requirements

Team Management • Manage 100–120 FTEs across geographies • Workforce planning & shift management • Leadership development (TLs, SMEs) • Attrition & productivity management Technical Skills • ITIL framework knowledge • ServiceNow or similar ITSM tools • End-user computing (EUC) environment exposure • Multi-channel support (Voice, Chat, Email) Behavioral Skills • Strong stakeholder management • Ability to manage high-pressure environments • Strong decision-making & leadership skills • Focus on continuous improvement

Other Requirements

Additional Requirements • Willing to work in 24x7 environment • Ability to handle critical SLA-driven operations • Experience in global delivery model preferred Preferred Certifications • ITIL v4 • Lean Six Sigma (optional)