Service Delivery Manager - ServiceDesk

Net2Source is a Global Workforce Solutions Company headquartered at NJ, USA with its branch offices in Asia Pacific Region. We are one of the fastest growing IT Consulting company across the USA and we are hiring Service Delivery Manager - ServiceDesk for one of our clients. We offer a wide gamut of consulting solutions customized to our 450 clients ranging from Fortune 500/1000 to Start-ups across various verticals like Technology, Financial Services, Healthcare, Life Sciences, Oil & Gas, Energy, Retail, Telecom, Utilities, Technology, Manufacturing, the Internet, and Engineering.

Role: Service Delivery Manager - ServiceDesk

Type: Contract

Location: Hybrid (4 days in office) - Santa Clara, CA

What are the top 3 skills required for this role?

1. Service Delivery Oversight: Lead and manage the service desk team to ensure high-quality, efficient, and reliable service delivery for our client. Ensure services meet or exceed customer expectations and SLA targets.

2. Customer Relationship Management: Build and maintain strong relationships with key client stakeholders. Provide regular reporting and updates on service desk performance, incidents, and improvements.

3. Automation & Continuous Improvement: Identify opportunities to automate routine processes and workflows. Drive continuous improvement initiatives to increase the efficiency and effectiveness of service delivery.

Job Description/ Responsibilities

Need -

• Minimum 8 years of experience in management positions at Fortune 500 companies

• Professional background in Bay Area companies, particularly in the semiconductor industry

• Career progression from Service Desk agent to management roles

• Demonstrated success implementing AIOps and automation solutions in Service Desk operations

• Experience in Power BI and ServiceNow hands on exposure dashboard

Key Responsibilities:

• Service Delivery Oversight: Lead and manage the service desk team to ensure high-quality, efficient, and reliable service delivery for our client. Ensure services meet or exceed customer expectations and SLA targets.

• Operational Leadership: Oversee all aspects of service desk operations, including incident management, request fulfillment and escalations. Ensure consistent adherence to operational standards and processes.

• Automation & Continuous Improvement: Identify opportunities to automate routine processes and workflows. Drive continuous improvement initiatives to increase the efficiency and effectiveness of service delivery.

• Customer Relationship Management: Build and maintain strong relationships with key client stakeholders. Provide regular reporting and updates on service desk performance, incidents, and improvements.

• Incident Management: Ensure that critical incidents are resolved promptly, and root causes are identified and addressed. Lead efforts to minimize recurring issues and improve system stability.

• Team Development & Leadership: Lead, motivate, and mentor a high-performing service desk team. Foster a collaborative environment focused on excellence, customer satisfaction, and ongoing skill development.

• Escalation Point: Act as the point of contact for any escalated issues and work to resolve problems at the earliest possible stage.

• Reporting & Metrics: Define and track key performance indicators (KPIs) for service desk operations. Provide accurate and timely reports to management and the client, ensuring transparency and accountability.

Skills & Qualifications:

• Proven Experience: At least 10 years of experience in service management and service desk operations. Previous experience in a leadership role is essential.

• Automation Capabilities: Strong understanding and experience with automation tools (e.g., ITSM tools like ServiceNow, or scripting languages) to enhance service desk efficiency and service delivery.

• Service Management Frameworks: In-depth knowledge of ITIL (Information Technology Infrastructure Library) best practices and principles, with relevant certifications preferred (e.g., ITIL v4 Foundation).

• Excellent Communication Skills: Strong verbal and written communication skills with the ability to communicate effectively with clients, senior management, and technical teams.

• Problem-Solving & Critical Thinking: Strong problem-solving skills with the ability to analyze complex situations and devise practical, timely solutions.

• Customer-Centric Approach: A deep commitment to ensuring customer satisfaction and delivering high-quality service.

• Leadership & Team Management: Proven ability to lead, manage, and motivate cross-functional teams in a high-pressure environment.

Need -

• Minimum 10 years of experience in management positions at Fortune 500 companies

• Professional background in Bay Area companies, particularly in the semiconductor industry

• Career progression from Service Desk agent to management roles

• Demonstrated success implementing AIOps and automation solutions in Service Desk operations

• Experience in Power BI and ServiceNow hands on exposure dashboard

About Net2Source, Inc.

Net2Source is a total talent management solutions company with its presence in 50 countries. Our creative solution service offerings aim at becoming your one stop destination for hiring talent needs globally.

Want to read more about Net2Source? Visit us at www.net2source.com

Equal Employment Opportunity Commission

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Net2Source Inc. is one of the fastest growing Global Workforce Solutions company with a growth of 100% YoY for last consecutive 3 years with over 4100 employees globally and 30 locations in US and operations in 50 countries. With an experience of over a decade we offer unmatched workforce solutions to our clients by developing an in-depth understanding of their business needs. We specialize in Contingent hiring, Direct Hires, Statement of Work, Payroll Management, IC Compliance, VMS, RPO and Managed IT Services.

Fast Facts about Net2Source:

1. Founded in 2007
2. 100% Minority Owned, Debt Free, Private
3. 4100 consultants globally
4. 2550 consultants placed in the US
5. 750 team of in-house staffing team
6. 30 sales offices in the US, and 50 Offices globally
7. Operations in 20 countries (US, Canada, Mexico, APAC, UK, UAE, Europe, , Europe, Latin America, Japan, Australia)

Awards and Accolades:

1. 2020 Fast 100 Asian American Businesses by the US Pan Asian American Chamber of Commerce Education Foundation (USPAACC 2019)
2. 2019 & 2018 Ranked 21st Fastest Growing Staffing Company in USA by Staffing industry Analysts
3. 2019 & 2018 Fastest 50 by NJ Biz (Ranked (9th and 27th ).
4. 2019 Top 100 Fastest companies to grow in Dallas by Dallas Business Journal.
5. INC 5000 Fastest growing for 8 consecutive years in a row.
6. America's Most Honored Businesses (Top 10%)
7. 2019 Dallas Top 100 by Dallas Business Journal
8. 2019 Proven Supplier of the Year by Workforce Logiq
9. 2019 Spirit of Alliance Award by Agile1
10. 2018 Best of the Best Platinum Award by Agile1
11. 2018 TechServe Alliance Excellence Awards Winner
12. 2017 Best of the Best Gold Award by Agile1(Act1 Group)

Regards

Rizwan Ansari

Account Manager-Client Delivery Services

Net2Source Inc.

Address – 270 Davidson Ave, Suite 704, Somerset, NJ 08873

Office: (201) 340-8700 x407(EXT ) | Cell: 201-479-1096 | Fax: (201) 221-8131 |Email: rizwan@net2source.com

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