ServiceDesk Governance Lead

Job Summary:The ServiceDesk Governance Lead is responsible for overseeing the governance and management of the ServiceDesk operations. This role ensures that the ServiceDesk functions efficiently, aligns with organizational goals, and adheres to best practices and compliance requirements.

Key Responsibilities:

• Governance and Compliance:Develop and implement governance frameworks, policies, and procedures for the ServiceDesk. Ensure compliance with industry standards and regulatory requirements.
• Performance Management:Monitor and evaluate the performance of the ServiceDesk. Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure effectiveness.
• Continuous Improvement:Identify areas for improvement within the ServiceDesk operations. Lead initiatives to enhance service delivery, efficiency, and customer satisfaction.
• Stakeholder Management:Collaborate with internal and external stakeholders to understand their needs and expectations. Ensure that the ServiceDesk meets or exceeds these requirements.
• Risk Management:Identify and mitigate risks associated with ServiceDesk operations. Develop contingency plans to address potential issues.
• Reporting and Analysis:Prepare regular reports on ServiceDesk performance, trends, and issues. Provide insights and recommendations to senior management.

Must have experience in Managing Service Desk operations.

Must have sound ITIL knowledge.( Expertise in Incident Management)

Must have expert knowledge of all IT Metrics and Measurement & benchmarking.

Must have proven experience on driving continuous improvement plan, automation and transformation.

Must have working knowledge of ServiceNow platform

Must have working knowledge of contact center solutions

• Excellent verbal and written communication skills.
• Ability to explain technical issues to non-technical stakeholders
• Ability to lead and motivate a team.
• Commitment to ongoing learning and development.
• Ability to identify areas for improvement and drive change.
• Ability to identify potential risks and develop mitigation strategies.
• Experience in creating contingency plans.
• Skills in preparing and presenting performance reports.
• Ability to analyze data and provide actionable insights.

Execute/drive strategic initiatives/projects end to end. Define/Manage support process and control methods based on industry best practices. Conduct monthly/weekly support performance reviews with relevant stakeholders. Should have expertise in Service Desk, Deskside , Incident Management, Knowledge Management , Problem Management, Customer service , Customer Handling and Project Management