Senior Service Delivery Manager

As a seasoned Service Delivery Manager at Persistent, you will lead and manage global Service Desk operations with a strong emphasis on service excellence, stakeholder engagement, and operational efficiency. Your responsibilities will include end-to-end ownership of service delivery, financial performance, governance, and continuous improvement to ensure high customer satisfaction and business alignment. Key Responsibilities: - Lead and manage end-to-end Service Desk operations in a global delivery model - Plan, implement, review, and audit service delivery to meet customer business requirements - Negotiate, implement, and monitor SLAs while ensuring consistent service performance - Manage IT operations, resources, and assets in compliance with governance and regulatory standards - Drive financial management including P&L, revenue, margin, and cost optimization - Build and maintain strong relationships with customer senior management and stakeholders - Lead supplier/vendor engagements and ensure effective service partnerships - Identify new business opportunities, support renewals, and drive account growth - Drive continuous service improvement initiatives and operational excellence - Manage delivery teams, including SDMs and specialists, ensuring performance and development - Oversee incident, problem, and change management processes - Review operational reports, metrics, and implement process improvements - Ensure successful execution of audits, compliance, and quality initiatives - Lead DR, BCP, and operational resilience activities - Manage attrition, employee engagement, and team productivity - Provide leadership, coaching, and performance feedback to teams Qualifications Required: - Extensive experience in managing large-scale Service Desk and IT operations - Strong expertise in stakeholder and account management - Proven experience in managing SLAs, KPIs, and service governance frameworks - Strong financial acumen including budgeting, forecasting, and cost management - Experience in managing cross-functional teams in a fast-paced environment - Knowledge of ITIL processes and managed services delivery models - Strong communication, leadership, and interpersonal skills - Ability to drive operational improvements and re-engineer processes - Experience handling audits, compliance, and regulatory requirements - Strong focus on customer satisfaction and service excellence - Ability to handle large teams and manage frontline leadership layers - Understanding of organizational workflows, capacity planning, and utilization principles In addition, Persistent offers a competitive salary and benefits package, a culture focused on talent development, and various employee engagement initiatives. The company values diversity and inclusivity in the workplace and supports hybrid work and flexible hours to accommodate diverse lifestyles. Persistent is an Equal Opportunity Employer committed to fostering a values-driven, people-centric, and inclusive work environment. As a seasoned Service Delivery Manager at Persistent, you will lead and manage global Service Desk operations with a strong emphasis on service excellence, stakeholder engagement, and operational efficiency. Your responsibilities will include end-to-end ownership of service delivery, financial performance, governance, and continuous improvement to ensure high customer satisfaction and business alignment. Key Responsibilities: - Lead and manage end-to-end Service Desk operations in a global delivery model - Plan, implement, review, and audit service delivery to meet customer business requirements - Negotiate, implement, and monitor SLAs while ensuring consistent service performance - Manage IT operations, resources, and assets in compliance with governance and regulatory standards - Drive financial management including P&L, revenue, margin, and cost optimization - Build and maintain strong relationships with customer senior management and stakeholders - Lead supplier/vendor engagements and ensure effective service partnerships - Identify new business opportunities, support renewals, and drive account growth - Drive continuous service improvement initiatives and operational excellence - Manage delivery teams, including SDMs and specialists, ensuring performance and development - Oversee incident, problem, and change management processes - Review operational reports, metrics, and implement process improvements - Ensure successful execution of audits, compliance, and quality initiatives - Lead DR, BCP, and operational resilience activities - Manage attrition, employee engagement, and team productivity - Provide leadership, coaching, and performance feedback to teams Qualifications Required: - Extensive experience in managing large-scale Service Desk and IT operations - Strong expertise in stakeholder and account management - Proven experience in managing SLAs, KPIs, and service governance frameworks - Strong financial acumen including bud