Program Manager

Role Summary

The Service Desk Delivery Lead is accountable for end-to-end delivery of Service Desk operations across one or more client engagements, ensuring contractual SLAs, customer satisfaction, and operational excellence. This VP-level role owns the P&L, governance, and strategic relationship for assigned accounts, acting as the primary escalation point between the client and internal delivery teams.

Key Responsibilities

Delivery & Operations

- Own end-to-end Service Desk delivery (L1/L2 support) across assigned client accounts, ensuring SLA/KPI adherence (response time, resolution time, CSAT, FCR, abandonment rate)

- Drive operational reviews (daily/weekly/monthly) to track performance, capacity, and quality metrics

- Lead incident, problem, and major incident management processes in line with ITIL best practices

- Ensure staffing, shift planning, and resource utilization align with contracted volumes and seasonality

Client & Stakeholder Management

- Serve as the primary point of contact for client stakeholders on delivery matters; build trusted, long-term relationships

- Lead governance calls, QBRs, and steering committee meetings, presenting performance, risks, and improvement plans

- Manage escalations, ensuring timely resolution and root-cause communication to clients

- Identify and pursue account growth opportunities (upsell/cross-sell) in partnership with sales/account management

P&L and Commercial Ownership

- Own the delivery P&L for assigned engagements, managing costs, margins, and productivity targets

- Support contract renewals, pricing discussions, and commercial negotiations

- Track and report utilization, attrition, and cost-to-serve metrics

Process Improvement & Transformation

- Drive continuous improvement initiatives (automation, self-service, knowledge management, AI/chatbot deployment) to improve efficiency and reduce cost-to-serve

- Champion adoption of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.) and reporting/analytics platforms

- Benchmark performance against industry standards and lead maturity assessments

Team Leadership

- Lead, mentor, and develop a multi-layered team (Team Leads, Shift Managers, Analysts) across geographies

- Build succession plans and drive engagement, retention, and capability-building initiatives

- Foster a culture of accountability, customer-centricity, and continuous learning

Risk, Compliance & Governance

- Ensure adherence to information security, data privacy, and client-specific compliance requirements

- Support audits (internal/external) and ensure timely closure of findings

Required Qualifications & Experience

- 15+ years in IT service desk / infrastructure support delivery, with 5+ years in a leadership/P&L-owning role

- Proven experience managing large, multi-shift service desk operations (500+ FTEs preferred) for global clients

- Strong background in ITIL processes (Incident, Problem, Change, Major Incident Management); ITIL certification preferred

- Demonstrated experience in client relationship management at senior stakeholder level (CIO/IT Director)

- Experience driving automation/AI-led transformation in service desk operations

- Bachelor's degree required; MBA or equivalent management qualification preferred

Skills & Competencies

- Strong executive presence and stakeholder management skills

- Data-driven decision making; comfort with dashboards, SLA reporting, and analytics

- Excellent communication, negotiation, and conflict-resolution skills

- Ability to manage ambiguity and multiple concurrent client engagements

- Strong commercial acumen and P&L management experience

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.