Randstad Enterprise
Website:
randstadenterprise.com
Job details:
The Team Lead is responsible for overseeing the Service Level Support team, ensuring the seamless
resolution of VMS-related case management tickets while maintaining strict adherence to global SLAs.
This role bridges the gap between operational execution and strategic improvement, managing a team
that supports over 20 internal squads. The Lead will act as the primary escalation point and regional
coordinator, driving excellence across NAM, EMEA, and APAC regions.
Key Responsibilities
● Team Leadership & Performance: Lead and mentor a team of Support Analysts, conducting
regular performance reviews and ensuring consistent resolution standards across all platforms
(Freshdesk, ServiceNow).
● Escalation Management: Serve as the final point of contact for complex VMS issues involving
Fieldglass, VNDLY, and Beeline, ensuring high-priority cases are resolved without breaching SLAs.
● Strategic Process Optimization: Analyze recurring case trends identified by the team to
design and implement systemic enhancements that reduce global turnaround times.
● Global Stakeholder Coordination: Manage relationships with Tech PMs, Data Analysts, and
regional leads to align support efforts with large-scale project implementations.
● Knowledge Governance: Oversee the creation and maintenance of a centralized knowledge
base (FAQs and process references) to ensure global standardization.
● Resource Planning: Manage shift rotations across NAM, EMEA, and APAC time zones to ensure
24/7 operational coverage and hybrid work compliance.
Required Skills and Qualifications
● Experience: 10+ years in VMS support (Fieldglass, Beeline, or VNDLY), with at least 4 years in a
team lead / Manager capacity.
● Technical Proficiency: Advanced expertise in Freshdesk/ServiceNow and a strong functional
understanding of SAP ecosystems.
● Analytical Leadership: Proven ability to translate data-driven insights into actionable process
improvements.
● Communication: Exceptional verbal and written communication skills for managing global
cross-regional stakeholders.
● Operational Agility: Ability to prioritize multi-squad demands while maintaining high
accountability for team-wide deliverables.
Additional Information
● Work Location: Hyderabad/Bengaluru (Hybrid).
● Shift Flexibility: Must be able to oversee operations across NAM, EMEA, and APAC time zones.
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