Delivery Manager - Service Desk S 4D

Delivery Manager - Service Desk S

Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform ther tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
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• Manage and lead the service desk team to ensure efficient operations
• Implement and maintain service desk processes and procedures
• Monitor service desk performance and KPIs to ensure targets are met
• Coordinate with internal teams to resolve complex service issues
• Evaluate and implement tools and technologies to enhance service desk efficiency
• Develop and deliver training programs for service desk staff to improve service delivery and customer satisfaction.

• Own overall delivery of Workplace Services at the client site, ensuring a consistent, high-quality end-user experience.
• Ensure adherence to SLAs, KPIs, security standards, and operational processes.
• Act as the primary onsite escalation point for high-severity incidents and service disruptions.
• Oversee incident, problem, change, and request management aligned to ITIL best practices.

• Lead and manage onsite teams covering:
• Desktop Engineering
• White Glove / VIP Support
• Service Desk & ITSM Tools
• Microsoft Teams, SharePoint & One Drive
• Collaboration Tools & Team Managers
• Provide leadership, mentoring, performance management, and career development.
• Manage staffing, shift coverage, and workload balancing.
• Drive a culture of accountability, customer focus, and continuous improvement.

• Own operational governance of ITSM tools (e.g., Service Now or equivalent).
• Design, build, and run standard and ad-hoc reports in Service Now covering incidents, requests, changes, SLAs, assets, and CSAT.
• Develop and maintain operational dashboards for real-time visibility into service health, trends, and risks.
• Analyze service data to identify patterns, root causes, improvement opportunities, and automation candidates.
• Translate complex data into actionable insights for leadership, clients, and operational teams.
• Ensure accuracy, consistency, and integrity of service data and reporting outputs.

• Oversee lifecycle management of desktops, laptops, peripherals, and endpoint tools.
• Ensure proactive, personalized White Glove/VIP support for executives and key users.
• Coordinate with engineering teams on OS imaging, patching, software deployment, and refresh programs.

• Manage support, adoption, and stability of Microsoft Teams, SharePoint Online, and One Drive for Business.
• Ensure effective collaboration, document management, and secure file-sharing across the organization.
• Oversee onboarding, access management, permissions, and issue resolution for collaboration platforms.
• Partner with security and compliance teams to meet data governance, retention, and protection requirements.

• Act as the primary onsite interface with client stakeholders and business leadership.
• Present data-driven service reviews
  , dashboards, and performance…