service desk sdm

Role: Service desk SDM

Experience : 8-12 years

Locations : Noida

Must have & good to have :

Mode of Interview : virtual drive(31-Jan-2026) online interview

Must-Have

Leadership & People Management - Proven ability to lead large teams, manage multiple services or 24/7 services, and build a high-performance culture.

Service Delivery Management - Hands-on experience in managing IT Service Desk operations, ensuring SLA compliance and customer satisfaction.

Client Relationship Management - Skilled in stakeholder engagement, conducting service reviews, and handling escalations in enterprise environments.

ITIL & Process Governance - Strong understanding of ITIL frameworks and best practices, with a track record of implementing process improvements.

Performance Analysis & Reporting - Ability to interpret KPIs, prepare dashboards, and present actionable insights for operational excellence.

Technology & Tools Familiarity - Proficiency with ITSM platforms and exposure to automation and self-service enablement.

Communication & Negotiation Skills - Ability to communicate effectively with clients, senior leadership, and technical teams, including conflict resolution.

Continuous Improvement Mindset - Demonstrated success in driving innovation, process optimization, and adoption of emerging technologies.

Good-to-Have

· Extensive experience in an ITSM Leadership role.

· Industry certifications within ITSM.

· Previous ITSM / Incident management or Service desk experience managing cases and troubleshooting incidents