Delivery Lead (Technical Support) – Senior Manager/AGM - Bangalore, Pune, Hyderabad - GO/JC/4478/2026

Job Title: Delivery Lead (Technical Support) – Senior Manager/AGMJob Location: Bangalore, Pune, HyderabadWork Model: Mandatory Work from OfficeCandidate ExpectationsCandidate with minimum 12+ years of experience.10+ years of relevant experience in Technical Support / Customer Support Operations5+ years in people and delivery management rolesExperience managing global support operations with 50-200+ FTEsCandidate Location-Anywhere in IndiaSkills – Technical service support, Omnichannel customer support, Operations delivery, Transformation, Global client handlingCandidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)Qualification: Any graduateSpecific Remarks: 15 years regular stream of education mandatory, Distance/Correspondence education not acceptedRole OverviewPreferred 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 ResponsibilitiesDelivery & Operations ManagementManage 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 ManagementAct 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 LeadershipLead 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 & QualityDrive improvement in: CSAT, NPS, First Contact Resolution (FCR), Mean Time to Resolution (MTTR), SLA Compliance, Quality ScoresEstablish RCA and corrective action governance.Ensure audit and compliance readiness.Transformation & AutomationDrive adoption of: GenAI Agent Assist solutions, AI Chatbots, Self-Service Platforms, Knowledge Management, Process AutomationIdentify opportunities to improve productivity, quality, and customer experience through automationFinancial & Resource ManagementManage 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 handlingFlexible to work in global working hours