Job Description
Who we are.
End User Experience (EUX) build, run and monitor some of the Group’s largest platforms and systems. The role we play and the work we do empowers our people to achieve more and provides our customers with better outcomes. Joining EUX means you’ll be working with a group of people dedicated to delivering the best workplace technology experience for all teams across the Group. We’re focused on providing the latest tools, technology, and resources to enhance the way our teams work together.
Why we need you.
As someone who never shies away from a challenge, let us present ours to you. We’re working to re-architect and modernise our operating landscape, enabling our colleagues to provide seamless solutions to millions of people. We have a relentless focus on innovation and keeping the bank operational & secure. And we want your help.
Do work those matters:
We are seeking a highly motivated and experienced Global Service Desk Service Delivery Manager to oversee the operations of our Global IT Service Desk. The successful candidate will be responsible for managing a team of service desk agents and ensuring high levels of customer satisfaction, efficiency, and quality in service delivery.
• Manage a team of service desk agents, including hiring, training, coaching, and performance management ensuring that incidents and service requests are handled in a timely and efficient manner.
• Develop and implement service desk policies, procedures, and best practices.
• Ensure that the IT Service Desk meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Continuously monitor and analyse service desk metrics to identify areas for improvement and implement solutions
• Collaborate with other IT teams to resolve technical issues and improve service delivery
• Develop and maintain relationships with key stakeholders, including customers and vendors
• Ensure service desk agents provide excellent customer service and resolve issues in a timely and professional manner.
We’re interested in hearing from people who possess the following:
• At least 5 years of experience managing an IT service desk or similar operations.
• Certification of ITIL framework and experience implementing ITIL and service management processes.
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Analytical and problem-solving skills
Working with us:
Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.
Here, you’ll thrive. You’ll be supported when faced with challenges and empowered to tackle new opportunities. You’ll be empowered to do your best work and contribute to the future success of the Group. We really love working here, and we think you will too.
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 +8+ 6+6.
Advertising End Date: 30/07/2026
End User Experience (EUX) build, run and monitor some of the Group’s largest platforms and systems. The role we play and the work we do empowers our people to achieve more and provides our customers with better outcomes. Joining EUX means you’ll be working with a group of people dedicated to delivering the best workplace technology experience for all teams across the Group. We’re focused on providing the latest tools, technology, and resources to enhance the way our teams work together.
Why we need you.
As someone who never shies away from a challenge, let us present ours to you. We’re working to re-architect and modernise our operating landscape, enabling our colleagues to provide seamless solutions to millions of people. We have a relentless focus on innovation and keeping the bank operational & secure. And we want your help.
Do work those matters:
We are seeking a highly motivated and experienced Global Service Desk Service Delivery Manager to oversee the operations of our Global IT Service Desk. The successful candidate will be responsible for managing a team of service desk agents and ensuring high levels of customer satisfaction, efficiency, and quality in service delivery.
• Manage a team of service desk agents, including hiring, training, coaching, and performance management ensuring that incidents and service requests are handled in a timely and efficient manner.
• Develop and implement service desk policies, procedures, and best practices.
• Ensure that the IT Service Desk meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Continuously monitor and analyse service desk metrics to identify areas for improvement and implement solutions
• Collaborate with other IT teams to resolve technical issues and improve service delivery
• Develop and maintain relationships with key stakeholders, including customers and vendors
• Ensure service desk agents provide excellent customer service and resolve issues in a timely and professional manner.
We’re interested in hearing from people who possess the following:
• At least 5 years of experience managing an IT service desk or similar operations.
• Certification of ITIL framework and experience implementing ITIL and service management processes.
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Analytical and problem-solving skills
Working with us:
Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.
Here, you’ll thrive. You’ll be supported when faced with challenges and empowered to tackle new opportunities. You’ll be empowered to do your best work and contribute to the future success of the Group. We really love working here, and we think you will too.
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 +8+ 6+6.
Advertising End Date: 30/07/2026
💡 Quick Summary
Seeking a career-building opportunity? The Service Delivery Manager IT Service Desk position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
