Match Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessLog in to see why each signal reads the way it does.
Job Description
Structured overview of role & requirementsAbout This Role
Lead daily operations of the Global Tier-0 team (~8 specialists based in India), ensuring accurate, on-time delivery within agreed SLAs using standardized scripts and SOPs.
Own capacity planning and demand forecasting, monitor volume trends and flag capacity risks to maintain consistent service levels.
Drive continuous process standardization and automation efforts; maintain SOPs, compliance documentation, and lead team coaching and cross-training to reduce knowledge risk.
Minimum Requirements
8-12 years of experience in service delivery, shared services, or global business services operations.
Experience managing or leading teams of ~8 colleagues, preferably in a virtual or remote delivery environment.
Bachelor's degree is mandatory.
Strong expertise in capacity planning, SLA/OLA management, process standardization, SOP development, and compliance.
Ideal Candidate Profile
Experienced in managing standardized, instruction-based service delivery teams within a global shared services environment.
Demonstrates strong operational discipline in SLA adherence, capacity management, and continuous process improvement.
Comfortable working without market-specific judgment, relying on scripts, SOPs, and decision matrices to resolve tasks effectively.