01
TRPD-26-06203
Service Desk Service Delivery Manager (Senior Leadership)
Senior Service Desk Service Delivery Manager to lead end-to-end global service desk operations at very large scale (500+ FTE) across multiple geographies and customers. Own SLA/XLA/KPI performance, governance and executive reporting, major incident escalation, and ITIL process excellence (Incident/Request/Problem/Knowledge/Change/MIM). Drive transformation through automation/AI/virtual agents/self-service/shift-left and strong knowledge management, while managing workforce planning, multi-layer leadership, vendor/partner management, and full financial governance including P&L, budgeting, forecasting, and margin improvement for multi-million-dollar managed services contracts. Ensure audit readiness and compliance (ISO 27001, SOC, GDPR) and operational resilience (BCP/DR).
Position summary
- Location
- India
- Workplace
- On-site
- Employment
- Full Time
- Experience
- Minimum 20 years and Maximum 28 years
Role overview
Why This Role Matters.
Senior Service Desk Service Delivery Manager to lead end-to-end global service desk operations at very large scale (500+ FTE) across multiple geographies and customers. Own SLA/XLA/KPI performance, governance and executive reporting, major incident escalation, and ITIL process excellence (Incident/Request/Problem/Knowledge/Change/MIM). Drive transformation through automation/AI/virtual agents/self-service/shift-left and strong knowledge management, while managing workforce planning, multi-layer leadership, vendor/partner management, and full financial governance including P&L, budgeting, forecasting, and margin improvement for multi-million-dollar managed services contracts. Ensure audit readiness and compliance (ISO 27001, SOC, GDPR) and operational resilience (BCP/DR).
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Own end-to-end service delivery, ensuring adherence to agreed SLAs, XLAs, KPIs, and contractual commitments.
03
Drive operational governance, service reviews, and executive reporting with customer leadership teams.
04
Ensure consistent delivery of high-quality end-user support services across voice, chat, email, walk-up, and self-service channels.
05
Act as the senior escalation point for critical service issues and major incidents.
06
Build and maintain strong relationships with customer executives, business stakeholders, and technology leadership.
07
Conduct Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and Executive Governance meetings.
08
Develop service improvement roadmaps aligned with customer business objectives.
09
Drive service performance improvements through data-driven decision-making and operational analytics.
10
Implement industry best practices across ITIL processes including Incident, Request, Problem, Knowledge, Change, and Major Incident Management.
11
Ensure proactive management of service risks, compliance requirements, and audit controls.
12
Establish continuous improvement frameworks and process optimization initiatives.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ITIL v4
Required
02
ITSM
Required
03
Service Desk
Required
04
End User Services
Required
05
Digital Workplace
Required
06
ServiceNow
Required
07
Remedy
Required
08
BMC
Required
09
BMC Remedy
Required
10
Incident Management
Required
11
Request Fulfillment
Required
12
Problem Management
Required
13
Change Management
Required
14
Knowledge Management
Required
15
Major Incident Management
Required
16
SLA
Required
17
XLA
Required
18
KPI
Required
19
CSAT
Required
20
NPS
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
20+ years IT services / IT service management experience
10+ years managing large-scale Service Desk / End User Services operations
Leadership of 500+ FTE global service desk operations (multi-geo)
End-to-end service delivery ownership (SLAs, XLAs, KPIs, contractual commitments)
Operational governance (service reviews, executive reporting, MBR/QBR)
ITIL v4 service management processes: Incident, Request, Problem, Knowledge, Change, Major Incident Management
Major Incident Management and senior escalation handling
Workforce management (capacity planning, utilization, productivity)
Service transformation and continuous improvement (process optimization, operational excellence)
Automation/AI initiatives (virtual agents, self-service, shift-left)
ITSM tools experience (ServiceNow and/or Remedy/BMC)
Service reporting & analytics (data-driven performance improvement)
Financial governance and P&L ownership for managed services; budgeting/forecasting/cost optimization
Customer/stakeholder management with executive leadership across regions
Compliance/audit readiness and risk management (ISO 27001, SOC, GDPR)
Business continuity/disaster recovery and operational resilience planning
Vendor & partner management
Bachelor’s degree in relevant discipline
ITIL v4 Managing Professional or Expert certification
Preferred
Nice to Have
Master’s degree (MBA preferred)
PMP certification
PRINCE2 certification
Lean Six Sigma Green Belt/Black Belt
Experience supporting contract renewals, RFP responses, and service expansion/growth
Microsoft ecosystem exposure (as part of digital workplace / service management tooling)
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for Service Desk Service Delivery Manager (Senior Leadership)
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