Global service Desk manager

🚨 Hiring | Global Service Desk Manager
We are looking for an experienced Global Service Desk Manager to lead a global Service Desk operation and drive transformation across service management, automation, AI, ServiceNow and customer experience.
📍 Location: Gurugram
💼 Experience: 10–15+ years
🏢 Function: IT Service Management / Service Operations
🔹 Key Responsibilities
Lead and evolve a global, multi-site, multi-shift Service Desk operation.
Own Service Desk performance across incidents, service requests, escalations and customer communications.
Drive Major Incident / P1 incident management and operational governance.
Improve SLA achievement, FCR, backlog management, service quality and customer experience.
Establish strong service intelligence, operational metrics, dashboards and predictive indicators.
Lead AI, automation, virtual agents, self-service and knowledge management initiatives.
Drive ServiceNow transformation, including workflows, dashboards, service catalogue, knowledge and self-service.
Support CMDB maturity and service mapping initiatives.
Lead workforce planning, capacity management, skills development and succession planning.
Manage governance, risk, suppliers and continuous improvement initiatives.
🔹 What We’re Looking For
10–15+ years of experience in IT, Service Management, Service Operations or related areas.
Significant leadership experience in a global / multi-site / multi-shift Service Desk environment.
Strong experience in incident management, Major Incident support and customer outcomes.
Proven experience in workforce planning, operational governance and service reporting.
Strong knowledge of ITIL and enterprise ITSM platforms.
Experience using operational data and service intelligence for decision-making.
Experience with ServiceNow transformation is preferred.
Knowledge of CMDB, Service Mapping and Configuration Management is preferred.
Exposure to AI, automation, virtual agents and self-service technologies is an advantage.
ITIL Foundation certification or equivalent ITSM experience required.
ServiceNow or related leadership/automation/analytics certifications are an added advantage.
🌍 Ideal Profile
A strategic operational leader with strong people leadership, service excellence, data-driven decision-making and experience managing large-scale transformation initiatives.
📩 Interested candidates can share their updated CV at:
nisha.n@aryan-solutions.com
Please mention “Global Service Desk Manager” in the subject line.
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Work arrangement
No