Service delivery Lead-Help desk & operations

As the Service Delivery Lead for Store Operations, you will be the single point of accountability for the Store Help Desk supporting 500+ stores running 24/7. You will own a 17-person team responsible for handling POS issues, store-down incidents, payment partial outages, password resets, and the full range of store-floor technology tickets. Your responsibilities will include: - Owning end-to-end service delivery for the Store Help Desk & Operations domain, managing a team of 17 FTEs supporting 500+ retail stores 24/7. - Ensuring SLA targets are met and sustained as per the agreed model, including response and resolution times for different priority levels. - Leading daily operations review meetings with the client. - Managing workforce capacity planning to ensure peak/rush coverage windows are adequately staffed. - Driving First Contact Resolution improvement through various initiatives such as Agent Assist deployment and knowledge base maturity. - Managing escalations and owning the bridge for every P1 'store down' incident until resolution. - Coaching and developing L1 and L2 team members, managing attrition risk, and maintaining cross-training depth. - Owning the monthly governance pack and partnering with other teams for capacity forecasting. - Identifying and driving Continuous Service Improvement (CSI) initiatives. - Managing the relationship with the incumbent vendor during transition to ensure no service degradation. To be successful in this role, you should have: - 12-15 years of total experience in IT service delivery, with a minimum of 6 years leading 15+ person support teams. - Experience in running a 24/7 retail/QSR/hospitality help desk or a high-volume call center operation. - Deep expertise in ServiceNow operations and Cisco contact center platforms. - Solid understanding of POS technology ecosystem and experience in hitting tight P1 response SLAs. - Workforce management expertise and ITIL v4 Foundation certification. - Direct client-facing experience with US-based clients at a business-professional level. If you are interested in this opportunity, kindly share your resume at Muskan.shukla@nlbtech.com. As the Service Delivery Lead for Store Operations, you will be the single point of accountability for the Store Help Desk supporting 500+ stores running 24/7. You will own a 17-person team responsible for handling POS issues, store-down incidents, payment partial outages, password resets, and the full range of store-floor technology tickets. Your responsibilities will include: - Owning end-to-end service delivery for the Store Help Desk & Operations domain, managing a team of 17 FTEs supporting 500+ retail stores 24/7. - Ensuring SLA targets are met and sustained as per the agreed model, including response and resolution times for different priority levels. - Leading daily operations review meetings with the client. - Managing workforce capacity planning to ensure peak/rush coverage windows are adequately staffed. - Driving First Contact Resolution improvement through various initiatives such as Agent Assist deployment and knowledge base maturity. - Managing escalations and owning the bridge for every P1 'store down' incident until resolution. - Coaching and developing L1 and L2 team members, managing attrition risk, and maintaining cross-training depth. - Owning the monthly governance pack and partnering with other teams for capacity forecasting. - Identifying and driving Continuous Service Improvement (CSI) initiatives. - Managing the relationship with the incumbent vendor during transition to ensure no service degradation. To be successful in this role, you should have: - 12-15 years of total experience in IT service delivery, with a minimum of 6 years leading 15+ person support teams. - Experience in running a 24/7 retail/QSR/hospitality help desk or a high-volume call center operation. - Deep expertise in ServiceNow operations and Cisco contact center platforms. - Solid understanding of POS technology ecosystem and experience in hitting tight P1 response SLAs. - Workforce management expertise and ITIL v4 Foundation certification. - Direct client-facing experience with US-based clients at a business-professional level. If you are interested in this opportunity, kindly share your resume at Muskan.shukla@nlbtech.com.