Service Desk Operations & Governance SME
CGI (company site, opens in a new tab)6+ yrsBengaluruOn-siteDirect career pageEst. 10–18 LPA
Posted 23h ago
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Job description
Structured overview of role & requirements
About This Role
- Own day-to-day operational governance of a multilingual Service Desk, ensuring structured, measurable, and continuously improved operations.
- Analyze performance data to identify recurring issues and service gaps; drive corrective actions and continuous service improvements aligned with ITIL practices.
- Coordinate across Service Desk, resolver teams, and stakeholders to improve incident resolution, ticket quality, and operational readiness, while supporting governance and compliance.
Minimum Requirements
- 6+ years of Service Desk or IT Operations experience with senior/SME/leadership exposure.
- Strong knowledge of ITIL Incident, Request, Problem, Change and Knowledge Management processes.
- Experience managing SLA/KPI performance, operational governance, and working with L2/L3 resolver teams in multi-vendor environments.
- Strong analytical skills and root cause analysis experience, with knowledge of Service Desk lifecycle and ITSM tools (e.g., ServiceNow, TopDesk) preferred.
Ideal Candidate Profile
- Experienced in leading or SME roles within large or complex multilingual Service Desk environments with multi-team coordination.
- Data-driven mindset with strong analytical capability to translate metrics into operational improvements and governance insights.
- Skilled in ITIL-aligned continual service improvement, cross-functional stakeholder communication, and operational escalation management.