Service Desk Operations - Senior Manager

- Own and execute the modernization roadmap for L1 Service Desk (AI, optimization). - Define and track SLA/KPI frameworks to drive operational excellence. - Lead VIP Support, Major Incident Management, and escalation governance across the enterprise. Engineering & L3 Development (Sustain Apps) - Lead L3 engineering/development teams for sustain applications, ensuring stability, lifecycle management, and modernization. - Oversee custom development, integrations, and enhancements supporting sustain apps and Service Desk tooling. - Partner with product/application owners to align engineering roadmaps with business outcomes. ServiceNow & ITIL Governance - Serve as ServiceNow Platform Architect, accountable for platform scalability, integrations, data model, and security. - Act as Process Owner for Incident, Problem, Change, Request, Knowledge, and CMDB in ServiceNow. - Design and enforce ITIL v4-aligned processes, ensuring standardization and global adoption across ServiceNow. - Architect and implement advanced ServiceNow solutions (CMDB, Service Mapping, Discovery, ITOM, ITSM Pro, Automation Engine/Orchestration, HRSD, and Integrations with SCCM, Intune, Azure, Grafana, Splunk, etc.). - Build executive dashboards, real-time analytics, and service heatmaps in ServiceNow to provide enterprise-level transparency. - Define and govern ServiceNow development standards, integrations, and roadmap in partnership with platform teams. SRE & Observability - Apply SRE principles (error budgets, toil reduction, automation-first mindset). - Integrate observability platforms (Grafana, Azure Application Insights, Splunk, Dynatrace, AppDynamics) to enhance reliability and proactive response. - Lead post-incident reviews (PIRs) and implement engineering-led prevention strategies. Program & Stakeholder Management - Drive program-level governance, ensuring modernization and engineering initiatives are delivered on time and within budget. - Collaborate with Infrastructure, Cloud, Security, and Application teams to improve resilience and support transformation programs. - Manage vendor engagements and global delivery models. - Act as executive escalation point during service disruptions. - Lead and mentor global teams across L1 Service Desk and L3 sustain 1. 12+ years of overall IT operations and engineering experience. 2. 8+ years of experience in managing programs involving IT operations, engineering, or modernization initiatives. 3. Strong knowledge of ServiceNow (SNOW) administration, reporting, and process ownership. 4. Proven expertise in ITIL v3/v4 frameworks and enterprise-scale implementation. 5. Hands-on experience in modernizing Service Desk operations (AI, automation, chatbots, self-service). 6. Strong exposure to observability tools — Grafana, Azure Application Insights, Splunk, Dynatrace, AppDynamics. 7. Applied experience with SRE principles in IT operations. 8. Excellent leadership, stakeholder engagement, and executive communication skills. 9. Dynamic, self-driven leader with a transformation-first mindset. 1. 4. Prior experience managing sustain application engineering in large enterprises. 5. Familiarity with global onshore/offshore delivery models. - Build skill-development pathways to evolve Service Desk into an engineering + automation-enabled organization. 2. 3.