Operations Delivery Manager - IT Service Delivery

Role : Operations Delivery Manager - IT Service Delivery Job Description : 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 to 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.