Job Description
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
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
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