01
TRPD-26-06209
Service Desk Service Delivery Manager (Senior Leadership)
Senior leadership role responsible for managing IT Service Desk service delivery, ensuring SLA/CSAT performance, leading teams and operations, and driving continual service improvement and governance across incident/request processes.
Position summary
- Location
- India
- Workplace
- On-site
- Employment
- Full Time
- Experience
- Minimum 3 years and Maximum 10 years
Role overview
Why This Role Matters.
Senior leadership role responsible for managing IT Service Desk service delivery, ensuring SLA/CSAT performance, leading teams and operations, and driving continual service improvement and governance across incident/request processes.
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.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ITIL
Required
02
ITSM
Required
03
Service Desk
Required
04
Incident Management
Required
05
Request Fulfillment
Required
06
SLA
Required
07
KPI
Required
08
CSAT
Required
09
Knowledge Management
Required
10
Problem Management
Required
11
Major Incident Management
Required
12
ServiceNow
Required
13
BMC Remedy
Required
14
Jira Service Management
Required
15
Freshservice
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
IT service desk/service delivery management
ITIL-based incident management and request fulfillment
SLA/KPI management and reporting
People leadership and team management
Stakeholder management and service governance
Continual service improvement (CSI) / process improvement
Preferred
Nice to Have
ITIL certification (Foundation/Intermediate)
Knowledge management and problem management exposure
Vendor/outsourcing management
ITSM tool administration/optimization (e.g., ServiceNow, Remedy, Jira Service Management)
Major incident management coordination
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)
One page, about two minutes. We only ask for what we actually need to have a first conversation.