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Job Title: LEAD ADMINISTRATOR L2(CONTRACT)
City: Bengaluru
State/Province: Karnataka
Posting Start Date: 6/30/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description:
Job Description
Rate : - 100K/M
Location : - Bengaluru
rel exp : - 10+ years
Job Title: Service Delivery Manager – Global Service Desk
Role Overview
We are seeking a seasoned Service Delivery Manager with extensive experience in managing Global Service Desk and Remote Desktop operations. The ideal candidate will drive operational excellence, governance, automation, and customer satisfaction across a complex, multi-region support environment.
Key Responsibilities
Operations Management
Lead and manage Global Service Desk and Remote Desktop Support teams.
Ensure seamless 24x7 service delivery with high performance and reliability.
Drive standardisation and optimisation of support processes across regions.
Service Governance & Reviews
Own and deliver Weekly, Monthly, and Quarterly Service Reviews (WBR/MBR/QBR) with customers.
Collaborate with Knowledge Management and Quality teams to strengthen operational governance.
Present insights, trends, and continuous improvement initiatives to stakeholders.
Performance & SLA Management
Manage and improve key service metrics: SLA adherence, CPI, KPI, AHT, CSAT, abandonment rate, speed to answer (calls & chats) .
Identify performance gaps and drive corrective actions.
Technology & Tools
Hands-on experience with ServiceNow, Genesys CX3 , and related service management tools.
Leverage tools such as language translation solutions and AI-based platforms (e.g., Sanas.ai) to enhance user experience.
Automation & Continuous Improvement
Identify and implement automation opportunities to improve efficiency and reduce ticket volumes.
Analyse top call drivers and execute initiatives to minimise repeat incidents (Top 10 call drivers reduction).
Promote self-service and shift-left strategies.
Customer & Stakeholder Management
Act as the primary escalation point and build strong client relationships.
Drive customer satisfaction and experience transformation initiatives.
Transition & Transformation
Lead and support service transitions including migration, stabilisation, and knowledge transfer.
Ensure zero disruption during transitions and adherence to timelines.
Required Skills & Experience
Proven experience managing Global Service Desk operations in an enterprise environment.
Strong leadership experience managing distributed technical support teams.
Deep understanding of ITSM frameworks (ITIL preferred).
Expertise in handling service metrics, governance models, and customer reporting .
Hands-on exposure to ServiceNow, Genesys, and AI-driven service tools .
Demonstrated experience in automation, process optimisation, and ticket reduction strategies .
Strong analytical, communication, and stakeholder management skills.
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Preferred Attributes
Experience in large-scale global transitions or transformation programmes .
Data-driven mindset with focus on continuous improvement.
Ability to operate in a fast-paced, multicultural environment.
Success Metrics
Improved SLA and KPI adherence
Reduction in ticket volumes and call drivers
Enhanced CSAT and user experience
Increased automation and operational efficiency
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Performance tuning and optimization Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes.
Perform system Improvements Collaborate with technical teams to review mitigation measures and proposed improvement actions.
Handling disaster recovery Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions.
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Reporting and stakeholder engagement Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives.
Team Management Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback.
Knowledge base and continuous learning Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency.
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Mandatory Skills: TIS Service Desk .
Experience: 8-10 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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