LEAD ADMINISTRATOR L2(CONTRACT)

Job Description

Rate : - 100K/MLocation :

• Bengalururel exp :
• 10+ years Job Title: Service Delivery Manager – Global Service Desk Role Overview

We are seeking a seasoned Service Delivery Manager with extensive experience in managing Global Service Desk and Remote Desktop operations. The ideal candidate will drive operational excellence, governance, automation, and customer satisfaction across a complex, multi-region support environment.

Key Responsibilities

• Operations Management
• Lead and manage Global Service Desk and Remote Desktop Support teams.
• Ensure seamless 24x7 service delivery with high performance and reliability.
• Drive standardisation and optimisation of support processes across regions.
• Service Governance & Reviews
• Own and deliver Weekly, Monthly, and Quarterly Service Reviews (WBR/MBR/QBR) with customers.
• Collaborate with Knowledge Management and Quality teams to strengthen operational governance.
• Present insights, trends, and continuous improvement initiatives to stakeholders.
• Performance & SLA Management
• Manage and improve key service metrics: SLA adherence, CPI, KPI, AHT, CSAT, abandonment rate, speed to answer (calls & chats).
• Identify performance gaps and drive corrective actions.
• Technology & Tools
• Hands-on experience with Service Now, Genesys CX3, and related service management tools.
• Leverage tools such as language translation solutions and AI-based platforms (e.g., Sanas.ai) to enhance user experience.
• Automation & Continuous Improvement
• Identify and implement automation opportunities to improve efficiency and reduce ticket volumes.
• Analyse top call drivers and execute initiatives to minimise repeat incidents (Top 10 call drivers reduction).
• Promote self-service and shift-left strategies.
• Customer & Stakeholder Management
• Act as the primary escalation point and build strong client relationships.
• Drive customer satisfaction and experience transformation initiatives.
• Transition & Transformation
• Lead and support service transitions including migration, stabilisation, and knowledge transfer.
• Ensure zero disruption during transitions and adherence to timelines.

Required Skills & Experience

• Proven experience managing Global Service Desk operations in an enterprise environment.
• Strong leadership experience managing distributed technical support teams.
• Deep understanding of ITSM frameworks (ITIL preferred).
• Expertise in handling service metrics, governance models, and customer reporting.
• Hands-on exposure to Service Now, Genesys, and AI-driven service tools.
• Demonstrated experience in automation, process optimisation, and ticket reduction strategies.
• Strong analytical, communication, and stakeholder management skills.

Preferred Attributes

• Experience in large-scale global transitions or transformation programmes.
• Data-driven mindset with focus on continuous improvement.
• Ability to operate in a fast-paced, multicultural environment.

Success Metrics

• Improved SLA and KPI adherence
• Reduction in ticket volumes and call drivers
• Enhanced CSAT and user experience
• Increased automation and operational efficiency

Performance tuning and optimization

Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes.

Perform system Improvements:

Collaborate with technical teams to review mitigation measures and proposed improvement actions.

Handling disaster recovery

Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions.

Reporting and stakeholder engagement

Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives.

Team Management

Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback.

Knowledge base and continuous learning

Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency.