About The Role

Role Summary

The Service Desk Delivery Lead is accountable for end-to-end delivery of Service Desk operations across one or more client engagements, ensuring contractual SLAs, customer satisfaction, and operational excellence. This VP-level role owns the P&L, governance, and strategic relationship for assigned accounts, acting as the primary escalation point between the client and internal delivery teams.

Key Responsibilities

Delivery & Operations

Own end-to-end Service Desk delivery (L1/L2 support) across assigned client accounts, ensuring SLA/KPI adherence (response time, resolution time, CSAT, FCR, abandonment rate)
Drive operational reviews (daily/weekly/monthly) to track performance, capacity, and quality metrics
Lead incident, problem, and major incident management processes in line with ITIL best practices
Ensure staffing, shift planning, and resource utilization align with contracted volumes and seasonality

Client & Stakeholder Management

Serve as the primary point of contact for client stakeholders on delivery matters; build trusted, long-term relationships
Lead governance calls, QBRs, and steering committee meetings, presenting performance, risks, and improvement plans
Manage escalations, ensuring timely resolution and root-cause communication to clients
Identify and pursue account growth opportunities (upsell/cross-sell) in partnership with sales/account management

P&L and Commercial Ownership

Own the delivery P&L for assigned engagements, managing costs, margins, and productivity targets
Support contract renewals, pricing discussions, and commercial negotiations
Track and report utilization, attrition, and cost-to-serve metrics

Process Improvement & Transformation

Drive continuous improvement initiatives (automation, self-service, knowledge management, AI/chatbot deployment) to improve efficiency and reduce cost-to-serve
Champion adoption of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.) and reporting/analytics platforms
Benchmark performance against industry standards and lead maturity assessments

Team Leadership

Lead, mentor, and develop a multi-layered team (Team Leads, Shift Managers, Analysts) across geographies
Build succession plans and drive engagement, retention, and capability-building initiatives
Foster a culture of accountability, customer-centricity, and continuous learning

Risk, Compliance & Governance

Ensure adherence to information security, data privacy, and client-specific compliance requirements
Support audits (internal/external) and ensure timely closure of findings

Required Qualifications & Experience

15+ years in IT service desk / infrastructure support delivery, with 5+ years in a leadership/P&L-owning role
Proven experience managing large, multi-shift service desk operations (500+ FTEs preferred) for global clients
Strong background in ITIL processes (Incident, Problem, Change, Major Incident Management); ITIL certification preferred
Demonstrated experience in client relationship management at senior stakeholder level (CIO/IT Director)
Experience driving automation/AI-led transformation in service desk operations
Bachelor's degree required; MBA or equivalent management qualification preferred

Skills & Competencies

Strong executive presence and stakeholder management skills
Data-driven decision making; comfort with dashboards, SLA reporting, and analytics
Excellent communication, negotiation, and conflict-resolution skills
Ability to manage ambiguity and multiple concurrent client engagements
Strong commercial acumen and P&L management experience