Service Delivery Lead L2
Wipro · Pune
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
SERVICE DELIVERY LEAD L2
Currently working as an SDM or a senior lead managing a team of at least 40–50 members.Experience managing global service desks across multiple countries.
Hands-on experience managing service desk SLAs across both voice and non-voice channels.Strong understanding of, or practical experience with, automation and GenAI solutions, particularly NowAssist and Nexthink.
Proven track record of improving key service desk metrics such as AHT, FCR, and ASA.Experience handling customer interactions and stakeholder management on a regular basis.
Demonstrated focus on continual service improvement and operational excellence.
Ability to create impactful presentations and lead customer-facing reviews such as WSRs and MBRs.
Willingness to work during US business hours and operate from the Pune office.Experience managing dynamic and complex service delivery environments.