GM, Country Operations & Director, Enterprise Service Desk
The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.
Job Description:
About the Role
The Director, IT Service Desk and General Manager, India Operations is a senior leadership role with dual responsibilities: overseeing global IT support and leading the operational management of the India entity.
IT Service Desk Leadership: Responsible for global IT support operations, ensuring high‑quality end‑user services, efficient incident resolution, and a strong user experience. This role provides strategic direction, operational leadership, and continuous improvement aligned with enterprise IT strategy.
General Manager, India Operations: Oversees the India entity’s leadership, governance, compliance, financial management, and day‑to‑day operations. Ensures adherence to local regulations, corporate policies, and financial standards while supporting business growth and operational efficiency.
What You Will Do
IT Service Desk Leader
- Establish service standards, SLAs, KPIs, and governance models.
- Drive a customer-centric support culture across service teams.
- Ensure efficient handling of incidents, service requests, problem management, and escalations.
- Implement best practices in IT Service Management (ITSM).
- Ensure strong governance across Incident, Problem, Change, and Request Management.
- Maintain compliance with ITIL frameworks and service management standards.
- Monitor CSAT, NPS, and service metrics.
- Implement proactive support models and shift-left strategies.
- Introduce AI-based service desk solutions, chatbots, and knowledge management systems.
- Lead transformation initiatives including automation, AI-enabled support, and self-service adoption, service optimization.
- Lead and develop large global service desk teams.
- Manage service desk budgets, cost optimization, and financial planning.
- Track and report operational performance metrics.
- Identify opportunities for cost reduction through automation and process improvement.
Country Leadership & Governance
- Provide overall leadership and governance for the India operations.
- Ensure alignment with corporate strategy, compliance requirements, and operational standards.
- Facilitate regular governance reviews and leadership connects with global teams.
- Enable leadership development and succession planning.
- Manage board-related matters and documentation.
- Ensure compliance with corporate governance standards.
- Oversee and ensure compliance with financial operations including: Accounts Payable (AP), Accounts Receivable (AR), MIS reporting, TDS and related tax compliance, Inward remittances, payment processing and Periodic financial statements
- Ensure timely completion and reporting of all statutory and regulatory requirements
- Ensure compliance with local statutory regulations and reporting requirements.
- Collaborate with consultants and advisors for regulatory matters.
- Ensure implementation and compliance with corporate policies.
- Serve as the primary India representative and oversee operational infrastructure.
- Maintain year-wise records and documentation related to India operations.
- Ensure proper archiving of compliance, financial, regulatory, and operational records.
Preferred Qualifications
- 20+ years of IT experience
- Experience managing global support operations
- 15+ years leading large service desk or IT support organizations
- Experience managing country operations or business unit leadership
- Strong understanding of Indian statutory, corporate regulations, governance
- Background in finance, operations, or business leadership
- Strong risk management and regulatory awareness