Principal Lead Global Service Desk

About the role

Ameriprise India LLP seeks a Principal Lead for Global Service Desk to administer and govern its IT services environment. The role leads service desk operations, ensures high service performance from IT vendors, and partners with infrastructure, security, risk, and compliance teams to align operations with governance and regulatory requirements. Based in Gurugram, Haryana, India, this hybrid position requires in-office collaboration at least three days per week.

What you’ll do

• Lead global service desk operations, ensuring effective resolution of incidents, requests, and escalations
• Represent the Corporate Service Desk in enterprise governance and strategic technology initiatives
• Drive service excellence through performance management, SLA oversight, and continuous improvement initiatives
• Establish and maintain service desk standards, processes, and knowledge management governance
• Champion operational modernization through AI, automation, ServiceNow optimization, and process standardization
• Evolve core ITIL practices and service performance, establishing KPIs and SLAs and using data and operational insight to drive continuous improvement across Incident, Request, Problem, Change, and Maj
• Focus on continuous improvement of the IT Service Management platform, including workflows, reporting, standards, automation, and future enhancements
• Participate in Major Incident Management calls to ensure that major incidents impacting business operations are resolved in a timely manner

What you’ll bring

• Minimum 10 years of experience in IT services management, including service desk performance management
• Experience in day-to-day quality assurance monitoring
• Experience acting as an escalation point for resolving incidents with vendors
• Experience automating manual processes for effective visibility into service metrics
• Experience taking accountability for process documentation updates
• Strong experience in ITIL practices and service performance management
• Experience leading global service desk operations and ensuring effective resolution of incidents, requests, and escalations
• Experience partnering with infrastructure, security, risk, and compliance teams to align operations with governance and regulatory requirements

Skills