Delivery Lead (Technical Support) – Senior Manager/AGM - Bangalore, Pune, Hyderabad
Location: Pune, Bengaluru, Hyderabad
• Experience: Senior Level
• Openings: 1
Job description
Job Title: Delivery
Lead (Technical Support) – Senior Manager/AGM
Job Location: Bangalore,
Pune, Hyderabad
Work Model: Mandatory
Work from Office
Candidate Expectations
Candidate with minimum 12+ years of experience.
10+ years of relevant experience in Technical
Support / Customer Support Operations
5+ years in people and delivery management
roles
Experience managing global support operations
with 50-200+ FTEs
Candidate Location-Anywhere in India
Skills – Technical service support,
Omnichannel customer support, Operations delivery, Transformation, Global client
handling
Candidate Industry (BPO / KPO / GBS / GCC /
GSS / Captive Shared Services)
Qualification: Any
graduate
Specific Remarks: 15
years regular stream of education mandatory, Distance/Correspondence education not
accepted
Preferred
Skills & Qualifications:
Role Overview
The Delivery Manager will be responsible for
end-to-end service delivery of Technical Support operations supporting
enterprise customers across hardware, software, platforms, SaaS products, and
associated services. The role will own operational excellence, customer
satisfaction, SLA governance, financial performance, workforce management,
continuous improvement, and AI-led transformation initiatives while ensuring
high-quality technical support delivery.
Key Responsibilities
Delivery & Operations Management
Manage day-to-day TAC operations across Voice,
Email, Chat, Ticketing, and Omnichannel support.
Ensure achievement of contractual KPIs and
SLAs.
Drive operational governance and service
reviews.
Manage incident, escalation, and major issue
resolution processes.
Ensure adherence to customer support processes
and SOPs.
Customer & Stakeholder Management
Act as the primary delivery contact for
customer leadership.
Conduct Weekly, Monthly, and Quarterly
Business Reviews.
Present service performance, improvement
initiatives, and transformation roadmaps.
Build strong relationships with customer
stakeholders and internal leadership teams.
Team Leadership
Lead Team Managers, Team Leads, SMEs,
Trainers, and Support teams.
Drive employee engagement, retention, and
career development.
Manage performance reviews, succession
planning, and leadership development.
Build high-performing support teams in a
global delivery environment.
Service Excellence & Quality
Drive improvement in: CSAT, NPS, First Contact
Resolution (FCR), Mean Time to Resolution (MTTR), SLA Compliance, Quality
Scores
Establish RCA and corrective action
governance.
Ensure audit and compliance readiness.
Transformation & Automation
Drive adoption of: GenAI Agent Assist
solutions, AI Chatbots, Self-Service Platforms, Knowledge Management, Process
Automation
Identify opportunities to improve
productivity, quality, and customer experience through automation
Financial & Resource Management
Manage program financials, productivity, and
profitability.
Own capacity planning, staffing, forecasting,
and budget adherence.
Ensure optimal utilization of resources.
Support business growth, solutioning, and
transition activities.
KEY SKILLS: Technical service support, Omnichannel
customer support, Operations delivery, Transformation, Global client handling
Flexible to work in global working hours