Bengaluru, Karnataka

Job Summary
- Own end-to-end delivery for a high-volume, multi-product technical support engagement, serving enterprise and commercial end customers of a global software client.
- Drive performance against contractual service levels — customer satisfaction, response times, resolution times, and escalation management — across all severity tiers.
- Proactively manage service-level risk, ensuring gaps are identified and closed before they affect the client relationship or commercial terms.
- Lead governance with client stakeholders through regular operational reviews, business reviews, and escalation forums, acting as the primary delivery point of contact.
- Build and develop a robust leadership bench (Team Leads, Managers) to run a large, multi-shift, multi-lingual support organization covering 24×7 English coverage plus additional regional languages.
- Own workforce planning, hiring, and attrition management to protect service continuity and coverage across languages and shifts.
- Champion automation and AI-driven support tooling — knowledge management,



self-service, and case deflection — to improve resolution speed and reduce cost-to-serve.
- Oversee triage and escalation of cases to specialist and engineering resolver groups, ensuring root-cause analysis on any missed service commitment.
- Manage the delivery cost base and workforce mix for the engagement, contributing to overall account margin improvement.
- Ensure delivery stays within contracted scope, routing out-of-scope requests through the appropriate change-management process.

Key Responsibilities

15+ years in IT services delivery, including 5+ years leading large-scale Technical Assistance Center / Frontline / L1-L2 technical support operations for an enterprise software or infrastructure client.

Proven experience managing a 24×7, multi-lingual support operation at significant scale (large annual case volumes, large multi-hundred-person teams).

Demonstrated ownership of SLA/KPI-dr

📌 Service Delivery Director (Bengaluru)
🏢 HCLTech
📍 Bengaluru