Service Desk Manager

At Deliveroo, our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. To achieve that, we're building a company where everyone can belong and do the best work of their lives.

About the Role:

The Enterprise Technology Engineering & Operations team designs and builds and the IT services powering Deliveroo's teams globally, as we transform how customers eat. We promote service improvements and work to automate everything we can on our journey towards customer delight.

As the Service Desk Manager, you will work as part of the 24/7 global Operations Team, with a focus upon leading real-time support for Deliveroo colleagues needing IT assistance. The team's main objective is to delight our Deliveroo colleagues by ensuring daily incidents, problems and user requests are addressed promptly, and that services are running reliably, securely and are improved.

The Service Desk partners with other Enterprise Tech teams and departments to ensure we are always providing excellent support to our colleagues, ensuring they can do the best work of their careers. You will report to the APAC Enterprise Technology Operations leader.

Technology and the best customer service are your drivers and what motivates you in your role, surfaced through coaching, mentoring and collaboration. Your main daily focus will be on your people, your customers and your services.

This role is based in Hyderabad and may require working in shifts to manage the team members.

What You'll Do:

• Assist, oversight, and technical guidance for a 24x7 shift-based APAC service desk.
• Plan the team shifts, availability planning, and start-of-shift and end-of-shift reporting requirements in collaboration with other service desk managers.
• Provide guidance to team members to help them achieve their goals and develop their skills
• Set clear goals for the team and ensuring that they have the resources needed to succeed
• Handle performance evaluations, provide feedback, and address any issues or conflicts within the team
• Ensure the highest levels of customer experience in a collaborative environment, focusing on helping people resolve issues as a leader of the first contact in operations.
• Be an advocate representing Deliveroo colleagues to ensure each customer receives the best possible IT experience.

Requirements:

• 3+ years of experience mentoring and motivating a delivery-focused, technical team
• Experience in performance management, coaching, and providing constructive feedback
• Ability to set clear expectations, delegate tasks, and ensure resources are available for the team to achieve their goals
• Passion for driving the right actions to reduce issues and improve experience at all time
• Excellent people management and communication skills
• Understanding of ITIL / Service Management

We're also interested in…

• Exposure to supporting any of the following: ZenDesk / ServiceNow / Remedy, Google Workspace (G Suite), Apple macOS / iOS environments, Workday, Slack, Windows 10/11, ChromeOS, Android, Jamf / Intune, Azure / AWS, Network fundamentals, Identity and Access Management, Experience with AV and VC systems (especially Google Meet)
• Experience in creating insightful dashboards based off valuable performance metrics
• Relevant professional certifications

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer multiple great benefits in areas including medical health insurance, family (we offer 26 weeks paid maternity leave, which can be followed by a further six months' of unpaid leave if you wish and 2 weeks' paid leave to new fathers), finance, community, convenience, growth, and time away (15 days earned leave each year, 12 days casual leave and 9 days public holiday allowance) and relocation allowance up to 300,000 INR.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an very exciting space.