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.