Service Delivery Lead

Job description

***TCS Hiring!!!*** **Role & responsibilities** **Essential Skills & Experience** - Strong understanding of Service operations and metrics - Experience with case management systems and dashboards - Analytical and reporting capabilities - Stakeholder and communication skills - Ability to drive process adherence and continuous improvement - Ensure operational excellence, governance, quality, workforce adherence, training, and performance management across Service Desk operations supporting GCP, GWS, and Billing services. - Monitor case flow, quality, adherence, and SLA/SLO compliance - Perform quality audits and provide structured feedback to agents - Manage real time queue performance and workforce adherence - Deliver onboarding and ongoing technical/non technical training - Support performance management, coaching, and reporting - Analyze operational data to identify trends and improvement areas - Act as escalation points for operational or process issues - Ensure compliance with defined processes, policies, and governance standards