Service Desk Program Manager (On Site)

Role Summary

The Service Desk Program Manager is responsible for the end-to-end delivery, governance, and continuous improvement of global IT Service Desk operations . This role ensures consistent service excellence across locations, adherence to SLAs/KPIs, stakeholder satisfaction, regulatory compliance, and alignment with ITIL best practices. The Program Manager acts as the primary bridge between clients, operations, technology, and leadership .

Key Responsibilities

Program & Service Delivery Management

• Own end-to-end Service Desk program delivery across multiple geographies, shifts, and channels (voice, chat, email, self-service).
• Ensure compliance with contractual SLAs, KPIs, OLAs , and client‑specific requirements.
• Drive stable operations , risk mitigation, and proactive issue management across the program.
• Lead Major Incident Management support , escalation g...