LEAD ADMINISTRATOR L2(CONTRACT)

Rate :- 100K/M

Location :- Bengaluru

rel 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 24×7 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 ServiceNow, 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 ServiceNow, 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