Service desk IT Head | Service Delivery Manager | EUC manager

Global Service Delivery Leader providing support for 45,000 users globally managing the 24X7X365 operations and delivery.


•      Managing & leading a team of 150 members for Digital workplace services which includes Service Desk , End User Computing, Field Support Management, ITSM Reporting Team & Knowledge Management.
•      Responsible for overall Delivery, SLA/KPI attainment, Automations, Business Value Initiatives, & Customer Satisfaction engagement.
•      Critical delivery position with involvement of senior leadership & contribute to revenue growth & COD improvement of the account.
•      Oversees several key functions to enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery
•      Provided Tier1 & Tier II hardware, software, network, and mobility support  for all IT Customers via Service Desk & EUC Team.
•      Take accountability of the Incident, Request and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
•      Manage major incident lifecycle , hosting crisis bridge calls, sending technical communication, major incident ticket lifecycle management.
•      Responsible for overseeing all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets on ServiceNow.