Operations Delivery Manager - IT Service Delivery

Operations Delivery Manager IT Service Delivery

Location: Chennai, India
Work Mode: Work from Office
Experience: 15–18 Years
Shift: 24x7 Rotational Shifts
Function: Infrastructure & Operations / Service Delivery

About the Role:

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.

The ideal candidate should have strong experience managing large-scale IT operations, multi-layer support teams, global stakeholders, and KPI-driven service environments.

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:

• 15–18 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.