Program Manager

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.

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

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

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

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

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

Ensure adherence to information security, data privacy, and client-specific compliance requirements

Support audits (internal/external) and ensure timely closure of findings

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)

driving automation/AI-led transformation in service desk operations

Bachelor's degree required; MBA or equivalent management qualification preferred

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

SLA/KPI compliance across engagements

Client CSAT/NPS scores

Delivery margin and cost-to-serve improvement

Employee engagement and attrition rates

Successful contract renewals and account growth