Job Summary

 Key Responsibilities Service Desk Operations Management • Oversee day-to-day Service Desk operations supporting global end users. • Ensure effective management of incidents, service requests, access requests, and escalations. • Maintain operational coverage models to support business requirements. • Ensure timely restoration of services while minimizing business impact. • Drive adherence to ITIL-based Service Management processes. SLA & KPI Management • Ensure achievement of contractual and operational SLAs, KMs or KPIs including Service Level, Speed to Answer for calls and chats, First Contact Resolution (FCR), Average Handle Time (AHT), Incident Resolution, Ticket assignation and Backlog, Ticket hygiene, Customer Satisfaction (CSAT), and Survey Response Rate (SRR). • Conduct performance reviews and service reporting. • Analyze trends and implement corrective actions to improve service performance. Team Leadership & People Management • Lead, mentor, and develop Service Desk Team Leads, SMEs, and Analysts. • Conduct regular coaching, performance reviews, and career development planning. • Foster a culture of accountability, collaboration, and customer service excellence. • Manage staffing, workforce planning, scheduling, and resource allocation. • Support recruitment, onboarding, and training activities. Customer & Stakeholder Management • Serve as the primary operational point of contact for customers and key stakeholders. • Conduct service reviews, governance meetings, and operational discussions. • Manage escalations and ensure timely resolution of critical issues. • Provide executive updates and operational insights to leadership teams along with initiatives contributing to performance improvements and service excellence. Knowledge Management & Continuous Improvement • Drive Knowledge Base (KB) adoption and knowledge article accuracy along with utilization. • Ensure SOPs, runbooks, and process documentation remain current. • Identify improvement opportunities through trend analysis and operational reviews. • Promote automation, self-service, and process optimization initiatives. • Lead service improvement programs focused on operational efficiency and user experience based on top volume drivers for optimal reduction through potential solutions Incident & Major Incident Management • Oversee incident lifecycle management processes. • Support Critical Incident and Major Incident management activities ensuring IVR updates and timely report to CIM or process team. • Coordinate cross-functional resolution efforts during high-severity outages. • Conduct or contribute to post-incident reviews and implement preventive measures. Governance, Risk & Compliance • Ensure compliance with organizational policies, security standards, and audit requirements. • Manage operational risks and business continuity planning. • Support internal and external audits or asks leading to quality enhancement. • Drive process adherence across IT Service Management functions.

Key Responsibilities

 Key Responsibilities Service Desk Operations Management • Oversee day-to-day Service Desk operations supporting global end users. • Ensure effective management of incidents, service requests, access requests, and escalations. • Maintain operational coverage models to support business requirements. • Ensure timely restoration of services while minimizing business impact. • Drive adherence to ITIL-based Service Management processes. SLA & KPI Management • Ensure achievement of contractual and operational SLAs, KMs or KPIs including Service Level, Speed to Answer for calls and chats, First Contact Resolution (FCR), Average Handle Time (AHT), Incident Resolution, Ticket assignation and Backlog, Ticket hygiene, Customer Satisfaction (CSAT), and Survey Response Rate (SRR). • Conduct performance reviews and service reporting. • Analyze trends and implement corrective actions to improve service performance. Team Leadership & People Management • Lead, mentor, and develop Service Desk Team Leads, SMEs, and Analysts. • Conduct regular coaching, performance reviews, and career development planning. • Foster a culture of accountability, collaboration, and customer service excellence. • Manage staffing, workforce planning, scheduling, and resource allocation. • Support recruitment, onboarding, and training activities. Customer & Stakeholder Management • Serve as the primary operational point of contact for customers and key stakeholders. • Conduct service reviews, governance meetings, and operational discussions. • Manage escalations and ensure timely resolution of critical issues. • Provide executive updates and operational insights to leadership teams along with initiatives contributing to performance improvements and service excellence. Knowledge Management & Continuous Improvement • Drive Knowledge Base (KB) adoption and knowledge article accuracy along with utilization. • Ensure SOPs, runbooks, and process documentation remain current. • Identify improvement opportunities through trend analysis and operational reviews. • Promote automation, self-service, and process optimization initiatives. • Lead service improvement programs focused on operational efficiency and user experience based on top volume drivers for optimal reduction through potential solutions Incident & Major Incident Management • Oversee incident lifecycle management processes. • Support Critical Incident and Major Incident management activities ensuring IVR updates and timely report to CIM or process team. • Coordinate cross-functional resolution efforts during high-severity outages. • Conduct or contribute to post-incident reviews and implement preventive measures. Governance, Risk & Compliance • Ensure compliance with organizational policies, security standards, and audit requirements. • Manage operational risks and business continuity planning. • Support internal and external audits or asks leading to quality enhancement. • Drive process adherence across IT Service Management functions.

Skill Requirements

 Key Responsibilities Service Desk Operations Management • Oversee day-to-day Service Desk operations supporting global end users. • Ensure effective management of incidents, service requests, access requests, and escalations. • Maintain operational coverage models to support business requirements. • Ensure timely restoration of services while minimizing business impact. • Drive adherence to ITIL-based Service Management processes. SLA & KPI Management • Ensure achievement of contractual and operational SLAs, KMs or KPIs including Service Level, Speed to Answer for calls and chats, First Contact Resolution (FCR), Average Handle Time (AHT), Incident Resolution, Ticket assignation and Backlog, Ticket hygiene, Customer Satisfaction (CSAT), and Survey Response Rate (SRR). • Conduct performance reviews and service reporting. • Analyze trends and implement corrective actions to improve service performance. Team Leadership & People Management • Lead, mentor, and develop Service Desk Team Leads, SMEs, and Analysts. • Conduct regular coaching, performance reviews, and career development planning. • Foster a culture of accountability, collaboration, and customer service excellence. • Manage staffing, workforce planning, scheduling, and resource allocation. • Support recruitment, onboarding, and training activities. Customer & Stakeholder Management • Serve as the primary operational point of contact for customers and key stakeholders. • Conduct service reviews, governance meetings, and operational discussions. • Manage escalations and ensure timely resolution of critical issues. • Provide executive updates and operational insights to leadership teams along with initiatives contributing to performance improvements and service excellence. Knowledge Management & Continuous Improvement • Drive Knowledge Base (KB) adoption and knowledge article accuracy along with utilization. • Ensure SOPs, runbooks, and process documentation remain current. • Identify improvement opportunities through trend analysis and operational reviews. • Promote automation, self-service, and process optimization initiatives. • Lead service improvement programs focused on operational efficiency and user experience based on top volume drivers for optimal reduction through potential solutions Incident & Major Incident Management • Oversee incident lifecycle management processes. • Support Critical Incident and Major Incident management activities ensuring IVR updates and timely report to CIM or process team. • Coordinate cross-functional resolution efforts during high-severity outages. • Conduct or contribute to post-incident reviews and implement preventive measures. Governance, Risk & Compliance • Ensure compliance with organizational policies, security standards, and audit requirements. • Manage operational risks and business continuity planning. • Support internal and external audits or asks leading to quality enhancement. • Drive process adherence across IT Service Management functions.

Other Requirements

 Key Responsibilities Service Desk Operations Management • Oversee day-to-day Service Desk operations supporting global end users. • Ensure effective management of incidents, service requests, access requests, and escalations. • Maintain operational coverage models to support business requirements. • Ensure timely restoration of services while minimizing business impact. • Drive adherence to ITIL-based Service Management processes. SLA & KPI Management • Ensure achievement of contractual and operational SLAs, KMs or KPIs including Service Level, Speed to Answer for calls and chats, First Contact Resolution (FCR), Average Handle Time (AHT), Incident Resolution, Ticket assignation and Backlog, Ticket hygiene, Customer Satisfaction (CSAT), and Survey Response Rate (SRR). • Conduct performance reviews and service reporting. • Analyze trends and implement corrective actions to improve service performance. Team Leadership & People Management • Lead, mentor, and develop Service Desk Team Leads, SMEs, and Analysts. • Conduct regular coaching, performance reviews, and career development planning. • Foster a culture of accountability, collaboration, and customer service excellence. • Manage staffing, workforce planning, scheduling, and resource allocation. • Support recruitment, onboarding, and training activities. Customer & Stakeholder Management • Serve as the primary operational point of contact for customers and key stakeholders. • Conduct service reviews, governance meetings, and operational discussions. • Manage escalations and ensure timely resolution of critical issues. • Provide executive updates and operational insights to leadership teams along with initiatives contributing to performance improvements and service excellence. Knowledge Management & Continuous Improvement • Drive Knowledge Base (KB) adoption and knowledge article accuracy along with utilization. • Ensure SOPs, runbooks, and process documentation remain current. • Identify improvement opportunities through trend analysis and operational reviews. • Promote automation, self-service, and process optimization initiatives. • Lead service improvement programs focused on operational efficiency and user experience based on top volume drivers for optimal reduction through potential solutions Incident & Major Incident Management • Oversee incident lifecycle management processes. • Support Critical Incident and Major Incident management activities ensuring IVR updates and timely report to CIM or process team. • Coordinate cross-functional resolution efforts during high-severity outages. • Conduct or contribute to post-incident reviews and implement preventive measures. Governance, Risk & Compliance • Ensure compliance with organizational policies, security standards, and audit requirements. • Manage operational risks and business continuity planning. • Support internal and external audits or asks leading to quality enhancement. • Drive process adherence across IT Service Management functions.