This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Principal Lead, Support based in India.

Role Overview

The Principal Lead, Support will play a pivotal role in strengthening support operations by translating customer contracts, service commitments, and entitlements into clear, actionable processes. This role focuses on improving operational efficiency, standardizing workflows, and ensuring reliable data and consistent service delivery. Working across Support, IT, Legal, Sales, Services, and other teams, you will drive cross-functional collaboration and continuous improvement. You will identify opportunities to leverage automation, analytics, and AI to simplify operations and reduce manual effort. Through effective change management, stakeholder engagement, and training, you will help teams adopt scalable, sustainable practices. This is an individual-contributor role offering the opportunity to influence operational excellence, strengthen governance,



and deliver measurable business impact in a energetic technology-driven environment.

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Accountabilities

• Manage contract and support operations: Oversee the operational lifecycle of customer and support contracts, including intake, entitlement validation, scope verification, obligation tracking, exceptions, renewals, and transitions.

• Translate commitments into actionable processes: Convert contractual and commercial obligations into clear workflows, ownership structures, decision guidelines, and customer-facing practices, involving Legal when formal interpretation is required.

• Strengthen governance and risk management: Identify gaps in customer commitments and operational controls, coordinate resolutions across relevant teams, and improve data quality, entitlement accuracy, and audit readiness.

• Drive process improvement: Evaluate end-to-end workflows to eliminate unnecessary complexity, duplication, rework, and unclear handoff

📌 Principal Lead, Support (India)
🏢 Jobgether
📍 India