Operations Delivery Manager IT Service Delivery

We are looking for an experienced Operations Delivery Manager to lead global 24x7 IT helpdesk and service delivery operations from Chennai. The role will be responsible for ensuring consistent, high-quality service delivery, managing frontline support operations, driving performance against SLAs and KPIs, and leading continuous improvement initiatives.

Key Responsibilities:

- Own end-to-end 24x7 IT helpdesk/service desk operations from Chennai.

- Ensure achievement of key SLA and operational KPIs, including MTTR, FCR, CSAT and backlog management.

- Monitor queue health and ensure effective incident response and resolution.

- Lead Shift Leads and oversee Knowledge Management, Quality and Service Experience functions.

- Build accountability across teams and drive employee development and performance.

- Monitor, analyze and report operational performance to senior stakeholders.

- Use data and analytics to identify gaps and drive continuous improvement.

- Act as a senior escalation point during major incidents and critical service disruptions.

- Ensure adherence to governance, audit, risk and compliance requirements.

- Drive operational transformation, process maturity and service improvement initiatives.

- Work closely with global and regional stakeholders to ensure alignment of service delivery with business expectations.

Key Requirements:

- 15-18 years of experience in IT Service Delivery, IT Operations or Service Desk leadership.

- Strong experience managing large-scale 24x7 support/service desk environments.

- Proven experience managing multi-layer teams covering Operations, Quality, Knowledge Management and Analytics.

- Strong understanding of ITSM processes and platforms, with ServiceNow experience preferred.

- Hands-on experience managing KPI-driven operations involving MTTR, FCR, CSAT, SLA and backlog.

- Strong stakeholder management and communication skills.

- Experience driving operational transformation and process improvement.

- Good understanding of modern Contact Center / CCaaS technologies and operating models.

- Experience managing teams using platforms such as Genesys, NICE, Five9, Amazon Connect or Vonage will be an added advantage.

Preferred Experience:

- Experience working in a global delivery model, particularly offshore delivery hubs with regional/global governance.

- Exposure to customer/service experience management and analytics-driven improvement.

- Experience in banking, financial services or other regulated environments is preferred.

- Strong experience working with global stakeholders and cross-border teams.

What the Role Offers:

- Opportunity to lead a large-scale global service delivery operation.

- Exposure to international stakeholders and a global technology environment.

- Opportunity to drive transformation, service excellence and operational maturity.

- A collaborative workplace focused on continuous learning, innovation and career growth.