Golden Opportunities
Website:
gojobs.biz
Job details:
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
Role Overview
Preferred Skills & Qualifications:
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
Click on Apply to know more.