Track Manager - Program & Project Management

About the role

We are seeking a highly experienced Service Delivery Manager to lead a large-scale Global Service Desk operation of approximately 600 FTEs based in Trivandrum, Kerala. This is a senior leadership position that owns end-to-end service delivery, commercial performance and people leadership for a multi-geography, multi-lingual support environment.

What you'll do

• Service Delivery Ownership — Own end-to-end delivery of the Global Service Desk, ensuring consistent service quality across all supported regions
• SLA / KPI Governance — Define, monitor and consistently achieve contractual SLAs, KPIs and XLAs. Drive root cause analysis on breaches
• Stakeholder Management — Act as the senior escalation point for clients and internal stakeholders. Build trusted relationships with client executives, technology towers
• P&L Management — Own the profit and loss for the account/delivery unit. Manage cost of delivery, pyramid and span optimisation, resource utilisation, budgeting
• People Leadership — Lead, coach and develop a large organisation of approximately 600 FTEs through a layered management structure. Own workforce planning, hiring

What you need

• 15–27 yrs of experience
• Project management
• Stakeholder management
• ITIL
• Six Sigma
• ServiceNow
• Process improvement
• Any graduate

Good to have

• Root cause analysis
• Financial statements
• Talent management