This is an internal position.

Location: IND - Bangalore 24/7 | Job-ID: 219579 | Contract type: Standard | Business Unit: Others

Job Description: Team Leader – Global Service Coordination

Position Title: Team Leader – Global Service Coordination
Department: Global Service Operations / Service Coordination
Location: Bengaluru
Work Hours: Night Shift (Supporting US & UK Business Hours)
Experience Required: Minimum 1.5 years of people management experience
Team Size Managed: 10+ Service Coordinators
Preferred Skills: Power BI, Excel, Service Now, ITSM

Position Summary

The Team Leader – Global Service Coordination is responsible for managing end‑to‑end service coordination activities across multiple global regions. The role oversees a team of Service Coordinators engaged in handling Incidents, Requests, Change tasks, Dispatch management, Logistics coordination, and Field Operations support.
The position requires strong leadership capabilities, operational discipline, stakeholder collaboration, and the ability to deliver consistent service performance in a 24×7 global workplace.



The role demands night shift availability to effectively support US and UK business hours.

Key Responsibilities

1. People Leadership & Team Management

• Lead, supervise, and develop a team of 15+ Global Service Coordinators.

• Conduct structured performance reviews, coaching sessions, and competency development plans.

• Ensure adherence to company policies, code of conduct, and HR compliance frameworks.

• Maintain team schedules, leave planning, and shift adherence.

2. Service Coordination & Workflow Management

• Oversee and manage coordination across key workflows:

• Incident Management: Assignment, prioritization, follow‑up, coordination with technical teams, and ensuring SLA adherence.

• Service Requests: Review, triage, and coordinate fulfillment activities, ensuring accurate documentation.

• Change Management: Validate pre‑requisites, schedule field resources, and ensure cha

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