About Persistent
We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what's next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.
Our disruptor's mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix® Assessment 2026 and Software Product Engineering PEAK Matrix® Assessment 2026.
About Position
We are looking for a seasoned Service Delivery Manager to lead and manage global Service Desk operations with a strong focus on service excellence, stakeholder engagement, and operational efficiency. The role involves end-to-end ownership of service delivery, financial performance, governance, and continuous improvement while ensuring high customer satisfaction and business alignment.
- Role: Service Delivery Manager – ServiceDesk Operations
- Location: Hyderabad
- Experience: 15+ Years
- Job Type: Full Time Employment
What You'll Do
- Lead and manage end-to-end Service Desk operations in a global delivery model
- Plan, implement, review, and audit service delivery to meet customer business requirements
- Negotiate, implement, and monitor SLAs while ensuring consistent service performance
- Manage IT operations, resources, and assets in compliance with governance and regulatory standards
- Drive financial management including P&L, revenue, margin, and cost optimization
- Build and maintain strong relationships with customer senior management and stakeholders
- Lead supplier/vendor engagements and ensure effective service partnerships
- Identify new business opportunities, support renewals, and drive account growth
- Drive continuous service improvement initiatives and operational excellence
- Manage delivery teams, including SDMs and specialists, ensuring performance and development
- Oversee incident, problem, and change management processes
- Review operational reports, metrics, and implement process improvements
- Ensure successful execution of audits, compliance, and quality initiatives
- Lead DR, BCP, and operational resilience activities
- Manage attrition, employee engagement, and team productivity
- Provide leadership, coaching, and performance feedback to teams
Expertise You'll Bring
- Extensive experience in managing large-scale Service Desk and IT operations
- Strong expertise in stakeholder and account management
- Proven experience in managing SLAs, KPIs, and service governance frameworks
- Strong financial acumen including budgeting, forecasting, and cost management
- Experience in managing cross-functional teams in a fast-paced environment
- Knowledge of ITIL processes and managed services delivery models
- Strong communication, leadership, and interpersonal skills
- Ability to drive operational improvements and re-engineer processes
- Experience handling audits, compliance, and regulatory requirements
- Strong focus on customer satisfaction and service excellence
- Ability to handle large teams and manage frontline leadership layers
- Understanding of organizational workflows, capacity planning, and utilization principles
Benefits
- Competitive salary and benefits package
- Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
- Opportunity to work with cutting-edge technologies
- Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
- Annual health check-ups
- Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment
Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
- We support hybrid work and flexible hours to fit diverse lifestyles.
- Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
- If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
Let's unleash your full potential at Persistent - persistent.com/careers
Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.
Service Desk Operations, Stakeholder Management, IT Operations
