Job Alert !!

Position -Service Desk - Practice Lead

Experience - 10 + Years

Work location - Pune

Skills & Experience 10+ years leading and managing large-scale operations

Hands-on expertise in Customer Service, Service Desk, Technical Support, and BFSI

Strong analytical and problem-solving capabilities

Deep understanding of CSL, SLA, and KPI governance and delivery

Excellent English communication with strong articulation skills

Business Acumen

Validate scope of work and align client expectations with process capabilities

Identify opportunities to align objectives with the programs vision and mission

Define metrics and targets across roles and functions based on business goals

Establish tracking mechanisms and MIS tools for goals, metrics, and performance data

Partner with cross-functional teams to design and execute frameworks, workflows, process maps, and action plans

Implement robust governance, audit, and control mechanisms

Financial Acumen / Operational Excellence

Strong understanding of financial components, including P&L and cost drivers

Ability to evaluate business needs and quantify financial impact

Skilled in effort estimation, identifying optimization opportunities, and executing improvement plans

Lead or support interventions for client escalations and continuous improvement to drive

revenue gains

Collaboration

Identify opportunities within existing accounts and drive actionable improvements to

enhance business outcomes

Lead internal governance rhythms, including best-practice sharing and practice forums,

to strengthen adherence to the governance model

Evaluate and deploy automation and process transformation opportunities to improve

efficiency and scalability

Review, validate, and refine solutions, alliances, and service offerings to improve overall

solution effectiveness

Review and red-line SOWs and MSAs to ensure alignment with agreed scope and

commercials

Engage, negotiate, and collaborate effectively with clients and internal stakeholders to

influence decisions and drive business results

Interested candidate can share their resume on Jobs@clarityconsulting.in

Warm Regards

Sujata Singh

Practice Lead -Service desk(Customer Service, Service Desk, Technical Support)