Join NTT DATA, a global leader in IT and business services, and contribute to our mission of accelerating client success. We are seeking an experienced Helpdesk Manager with a strong focus on Account and Delivery Management to enhance our team in Noida, India.

This role is crucial for managing service desk operations, ensuring adherence to SLAs and KPIs, and fostering positive customer relationships. You will drive service improvement initiatives and cost-saving strategies.

As part of an inclusive and forward-thinking organization, you'll have opportunities to participate in impactful projects and contribute to team development and growth. We value individuals who are passionate, adaptable, and committed to our vision.

Oversee Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure operational excellence. Cultivate strong relationships with customers and stakeholders, ensuring their needs are met effectively. Analyze issues collaboratively with the team and counterparts to propose optimal solutions. Develop and implement service and continuous improvement plans to enhance operational efficiency. Lead initiatives focused on cost savings and productivity enhancements. Manage 24x7 operations, ensuring seamless service delivery. Guide and mentor team members, fostering a collaborative and high-performing environment. Focus on team building, best practice sharing, and professional development for team members.

A minimum of 8 years of dedicated Service Desk experience is required, with at least 2 years in a delivery management capacity. Possess sound industry domain knowledge and exceptional communication and presentation skills. Demonstrate strong people management, stakeholder management, and budget/cost pyramid management abilities. Proficiency in transition management and project management is essential. Excellent listening skills and a detail-oriented approach are crucial for success in this role. Ability to multitask effectively and work comfortably in heterogeneous environments. Familiarity with Microsoft Applications, including MS Visio, MS Excel, and MS PowerPoint, is expected.