Global Service Desk Delivery Support

Job Description

TitleGlobal Service Desk Delivery Support

LocationHyderabad

Job model Hybrid

The Global Service Desk Delivery support is a pivotal role responsible for overseeing the service desk operations across multiple locations worldwide

Act as a primary point of contact for escalations and resolution of complex service issues

Collaborate closely with the Service Delivery Manager to align service desk activities with broader organizational goals

At dsm-firmenich people are at the heart of the company

We are committed to equal employment opportunities and value diversity in the workplace

Key Areas of accountability/responsibility

Vendor Management: Oversee vendor operations to ensure compliance with contractual agreements, service level agreements (SLA), and key performance indicators (KPI)

Develop and maintain strong vendor relationships to enhance service delivery and resolve issues promptly

Single Point of Contact (SPOC): Serve as the primary escalation point for service desk-related issues

Ensure timely and effective resolution of escalated incidents, maintaining high levels of customer satisfaction

Incident/Problem Management: Implement strategies to minimize the impact of service disruptions and conduct root cause analysis to prevent recurrence

Audit and Compliance: Conduct regular internal audits and spot checks to assess the quality of service desk operations

Report findings and recommend improvements, while keeping track of the progress of these improvements

Process Optimization: Continuously evaluate and improve service desk processes to enhance efficiency and effectiveness

Implement lean methodologies to streamline operations and add value to the business

Shift-Left Initiatives: Collaborate with vendors to implement shift-left strategies, aiming to resolve issues at the first point of contact and reduce the burden on higher-level support

Project Management: Manage and participate in cross-functional projects that impact the service desk

Ensure projects are delivered on time, within scope, and aligned with organizational goals

Stakeholder Coordination: Liaise with stakeholders, ICT/FS teams, Workplace team, and other service owners to ensure a cohesive approach to service management

Facilitate communication and collaboration across departments to achieve service excellence

You Bring

Proven experience in IT service management and leading a service desk or similar IT support team

ITIL V3 or ITIL4 Foundation, a Practitioner certification is a plus

Strong interpersonal, critical thinking, and problem-solving skills, organized and methodical

Experience interacting with all levels of management, customer-oriented and team player, but able to work independently

Effective communication skills, capable of engaging with stakeholders at all levels

Familiarity with service desk software and tools (Service-Now), as well as incident and request management processes

Good analytical skills, ability to evaluate data trends, drive for continuous proactive improvement

We Bring

A team of diverse employees who arent afraid to think outside of the box

A truly global and collaborative team that cares about the experience of our employees

The encouragement you need to develop and achieve personal growth

A role that is crucial on projects and allows you to build your brand

A caring and supportive environment where youre empowered to grow and share your ideas

The application process

Interested in this position? Please apply online by uploading your resume in English via our career portal

For further information, please contact Shilpa Chaudhary, Talent Acquisition (shilpa

chaudhary@dsm-firmenich

com)

Equal Opportunities Commitment

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress

We aim to build a workplace where opportunity really is equal, so everyone can thrive

We do not discriminate: there's a place for everyone at dsm-firmenich

As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair

We encourage the recruitment of a diverse worforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, diversified sourcing strategies

Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity

Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity,national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds ,genetic information, protected veteran status, or any other status protected by law

We are committed to providing reasonable support for disabled applicants in our recruiting process

Should you need assistance , and are comfortable to share this, please let us know

About Dsm-firmenich

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the worlds growing population to thrive

With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet

dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than 12 billion

With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life every day, everywhere, for billions of people

Agency Statement

Please note this is a direct search led by dsm-firmenich

We only accept applications from candidates, not from agencies nor subject to agencys fees, percentages or similar