Match Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand, metro location, broad generalist service-delivery role increases qualified applicant density.
Medium because service-delivery and client-governance skills transfer across IT services but need domain experience.
High due to mandated large-scale service delivery leadership, SLA, financial and compliance ownership.
Job Description
Structured overview of role & requirementsAbout This Role
Accountable for end-to-end service delivery and operational governance of a large Service Desk engagement with 170 employees.
Own SLA/OLA/KPI management, client stakeholder relationships, escalation handling, and financial/commercial outcomes including revenue margins and cost optimization.
Lead multi-layered team management, talent development, compliance, risk mitigation, and drive operational transformation including automation and process improvements.
Minimum Requirements
Experience managing large-scale Service Desk operations with multi-level teams (including L1 to L5 support) or equivalent.
Proven ability in client stakeholder management and escalation ownership at senior levels.
Financial ownership including revenue margin management and cost optimization experience.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in leading complex service delivery operations with strong governance and SLA accountability.
Skilled at balancing client expectations with delivery commitments, risk, and transformation priorities.
Comfortable managing large teams with layered leadership and driving continuous improvement through automation and process re-engineering.