Job Description

Service Desk Manager Location: Bangalore Department: Enterprise Technology Vacancy type: Permanent Shift: EMEA Shift (12pm to 9pm) The position The IT Service Delivery Manager is accountable for the end-to-end delivery of programs, operations, and projects to meet business needs, and responsible for CSAT across EMEA/AMEC regions. The IT Service Delivery Manager (SDM) will report into the VP and will be responsible for driving the delivery and migration of the ITG IT Projects, Operations and Programs. You will work closely with the Service-Lines, Business leaders, Global SD, technology partners, Service providers and Vendors and lead the successful technology/Support delivery for ITG Business community. In this role, you will be responsible for driving and supporting the ITG Technology teams to plan and execute the Build, Release and Test of all future features/technology services of ITG IT. This will include enabling best in class project teams as well as managing the active Service and retiring the legacy. As the IT Service Delivery Manager, you will be responsible for: Your responsibilities Leading a team of geographically dispersed resources to deliver technology projects and best in the class support on time and within budget for all ITG Jurisdictions in the regions of their responsibility Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence with all service lines and geographic responsibilities Work with their teams to determine necessary activities to successfully deliver projects for all Jurisdictions. Ensure that the right type and number of resources that are required to fulfil the planned projects are available and in place through cooperation with Resource Planners Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources for Projects across Service lines They are also expected to contribute to the wider goals of IT Services Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the IT management. Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritisation Holding the teams to the highest standards, project discipline and accountability Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams. This will be critical to reaching ITG\'s strategic objectives. Essential Functions of the Job: Support the development of Account plans using ITG\'s Account Management Framework Initiate, build and sustain productive Business and stakeholder relationships Serve as an escalation point for customer concerns if/when they arise Identify appropriate resolution to achieve client satisfaction in a timely manner Help develop account strategy and plan that best leverages firm resources and strategies to meet customer expectations Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget Enforce standard methodologies, processes and tools. Provide leadership and direction to IT team members Evaluate and identify potential redundant applications, infrastructure and tools Analytical/Decision Making Responsibilities: Must be able to work within a matrix organization - balancing the needs of the customer against firm initiatives and goals Must be able to identify appropriate solutions to meet the Business needs Coordinate with multiple teams to deliver projects in alignment with Business needs with transparency to IT Management and Business stakeholders. Identify, manage and resolve complex issues, preventing escalations, where possible Create an open, honest, accountable and collaborative team environment Your profile A degree in Computer Science and/or a business related degree or equivalent work experience 10+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs Significant experience in a customer service role and business management role Work experience in a IT services industry, preferred Experience managing external vendors, commercial negotiations Excellent relationship building and interpersonal skills, including cross-cultural competence Strong leadership qualities and a passion for building high performing teams Excellent IT technical skills on server, storage, network, security, voice, cloud services, server/Desktop virtualization and business continuity and disaster recovery 10+ years of IT Operations Support, project delivery and stakeholder management in a technology environment Good business acumen and ability to negotiate with business partners Strong customer orientation and able to manage customer expectations Good executive presence Ability to develop strategic plans and translate them to actionable roadmaps Good financial and people leadership skills Initiates, builds and maintains productive customer relationships Flexibility to adjust to, and prioritize multiple demands, shifting priorities, ambiguity and rapid change Comfortable working in a matrixed organisation with excellent communication and networking skills - able to effectively manage and influence senior leaders as well as a broad range of stakeholders Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality Building trust with senior stakeholders in times of pressure. Experience in a cross-border role, successfully managing multiple complex projects across Jurisdictions We are the premier global business, legal, and financial services company providing knowledge-based solutions to clients worldwide.We have locations and capabilities in more than 140 jurisdictions in the Americas, Europe, Asia-Pacific, and the Middle East, with more than 7,500 employees. We are the business behind business . Working with us means entering a dynamic, international, and growth-oriented company. Diverse teams give us a competitive advantage and drive innovation. We\'re committed to attracting, developing, and retaining talented people who create an environment where everyone is valued and respected. Intertrust Group, a CSC company, is an equal opportunity employer. Intertrust Group is a great place to work with smart and dedicated people. We offer challenging work and career opportunities. Many positions are filled with internal moves and employee referrals. Visit our careers site to learn more about our commitment to our clients, communities, and each other. Additional candidate considerations The information above describes the general nature and level of work performed by employees in this role. It is not intended to be a description of all duties, responsibilities, and qualifications. As Intertrust Group is actively hiring around the world, we may retain your CV in our database for other opportunities, unless you direct us otherwise. As used in this posting, Intertrust Group refers to all our global business units. Please see for a detailed description of our businesses, locations, services, and products.

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