Principal Lead- Global Service Desk Governance

About Our Company

Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection.

Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Job Description

Role Overview

We are looking for a dynamic, experienced professional to play a critical role in administering and governing our IT services environment. This role is responsible for leading the service desk operations and ensuring consistently high service performance by our IT service vendors. The role also partners with infrastructure, security, risk, and compliance teams to align operations with governance and regulatory requirements.

Key Responsibilities

• 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.
• Partner with infrastructure, security, risk, and compliance teams to align operations with governance and regulatory requirements.
• 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 Major Incident Management.
• Focus on continuous improvement of our IT Service Management platform, including workflows, reporting, standards, automation, and future enhancements.
• Participate in Major Incident Management calls to ensure that major incidents impacting the business operations are being resolved in a timely manner.

 

Required Skills

• Strong experience of minimum 10 Years in IT services management, including
  • Service desk performance management
  • Day to day quality assurance monitoring
  • Acting as escalation point for getting incidents resolved with vendor
  • Automation of manual processes for effective visibility into service metrics
  • Taking accountability for process documentation updates

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full time(4:45p-1:15a)AWMPO AWMP&S President's OfficeTechnology

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.