ServiceDesk Delivery Manager

The IT ServiceDesk and Contact Center Operations & Delivery Manager will oversee the front-line IT ServiceDesk supporting the Americas ServiceDesk operations for North America. As the IT Service Desk Operations Manager, you will play a pivotal role in overseeing, optimizing, and providing governance to our IT service desk and contact center operations. Your primary focus will be on delivering exceptional customer service, managing a team of support professionals, and utilizing ServiceNow for efficient reporting and performance measurement.

Key Responsibilities:

1. Governance and Stakeholder Management:

• Act as the primary point of contact and governance for various business divisions utilizing the Service Desk services.
• Collaborate with division leaders to understand their specific needs and ensure service alignment.

2. Team Leadership:

• Lead, coach, and develop a team of service desk and contact center agents to deliver exceptional customer service.
• Foster a culture of continuous improvement and collaboration within the team. and track KB updates periodically

3. Customer Service Excellence:

• Ensure that the service desk and contact center consistently provide top-notch support services.
• Establish and maintain service level agreements (SLAs) to meet customer expectations.

4. Operational Management:

• Oversee the daily operations of the IT service desk and contact center, including incident, Major Incident, request, and problem management.

• Monitor and report on service desk and contact center KPIs, driving continuous improvement, which also includes agent level performance tracking
• Telephony and queue management to constantly watch for Volume fluctuations and identify any commonalities and report to concerned IT teams

5. ServiceNow Reporting and Analysis:

• Utilize ServiceNow reporting capabilities to analyze and report on key performance metrics regularly.
• Generate actionable insights to improve service quality and efficiency.

6. Process Improvement:

• Identify process inefficiencies and lead initiatives to streamline operations and enhance service delivery.

• Collaborate with cross-functional teams to implement best practices.

7. Quality Assurance:

• Implement and manage quality assurance programs related to customer service, phone etiquette, email communications etc. to ensure service desk and contact center agents meet performance and quality standards.

8. Training and Development:

• Develop training programs and resources to enhance the technical and soft skills of support staff.
• Conduct regular training sessions to keep the team updated on new technologies and processes.
• Participate in new hire Interviews, Coordinate Onboarding (Equipment, access, cross training)
• Work with knowledge management to ensure KB updates are happening periodically.

9. Incident Resolution:

• Collaborate with technical teams (Operation L2/L3 Teams) to ensure timely resolution of incidents and escalations.
• Handle escalated issues and customer complaints effectively.
• Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents

• Bachelor's degree in IT, Business Management, or related field (Master's degree preferred).
• Proven experience (7+ years) in managing IT service desk and contact center operations.
• Strong expertise in ServiceNow reporting and analytics.
• Exceptional customer service and interpersonal skills.
• Demonstrated ability to lead, motivate, and mentor a team.
• Analytical mindset with a focus on data-driven decision-making.
• Strong project management skills.
• ITIL or related certifications are a plus.
• Excellent communication, presentation, and negotiation skills.
• Must have an experience on ITIL processes and procedures (Incident, Problem, Request management, knowledge management, Major incident & Event management processes.)