Desk Manager - Service Delivery - IT

We have a senior opportunity for Service Desk Delivery Manager with one of our clients for Pune/Noida location.

Job Description

- Experience of managing and delivering 24 x 7 Service Desk services (Level 1 and Level 2) with a team of over 130 people

- Deep understanding of SLAs and KPIs for Service Desk environments and the experience to establish and maintain the correct service quality controls to ensure services are delivered on time and budget

- Technical inclination/ understanding to drive the team to recognize and identify trends and issues and drive Service Improvement ideas and implementations

- Implements and maintains the needs to ensure teams are appropriately resourced to deliver the services

- Strong verbal and written communication skills

- Experience of managing and mentoring Team Managers and ensuring the appropriate and relevant internal governance mechanisms are in place.

- Experience of managing International clients

- ITIL certified will be preferable

- Deep experience and understanding of Service Integration, Vendor Management

- Ready to work in a 24 x 7 service environment - though this individual does not need to work 24 x shifts, however needs to manage a 365 x 24 x 7 service

- Primary liaison between offshore and onsite teams

- Good People Management skills

- Exposure to direct client interactions