Team Lead - Global Delivery

Brickwork India; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Brickwork India is seeking an experienced Team Lead to manage multiple international client projects in a non-technical, global business services environment.

The role encompasses end-to-end servicedelivery, client management, SLA adherence, and driving productivity and scalable operations across teams. Excellent communication and project-management skills are essential for success.

Qualifications

• Experience in managing end-to-end delivery for international clients in BPM/GBS or non-technical service environments.
• Strong focus on SLA/KPI delivery, quality, productivity and timelines.
• Proven track record of leading teams up to ~20 members with coaching and performance management.
• Excellent client governance, presentation and stakeholder management skills.

Responsibilities

• Manage multiple international client projects and ensure delivery against SLA, KPI, quality and timelines.
• Lead and develop a team of up to 20 members with accountability for productivity and performance.
• Act as key point of contact for international clients and stakeholders, ensuring strong relationships and proactive escalation handling.
• Conduct client governance meetings and present performance reports, risks and action plans.
• Drive process improvements, standardisation and operational efficiency across engagements.
• Support transitions, ramp-ups and scaling for new clients and services.
• Identify opportunities for service expansion and collaborate with Sales/BD and Delivery teams.
• Prepare and maintain dashboards and reports covering SLA, KPI, quality, productivity, utilisation and CSAT.

Skills

Project management

Stakeholder management

English communication

Analytical thinking

Problem-solving

Team leadership

Education

Bachelors degree or equivalent

Job description

We are looking for an experienced Team Lead to managemultiple international client projects in a non-technical/global businessservices environment. The role will be responsible for end-to-end servicedelivery, client management, SLA adherence, team performance, reporting, andservice scalability.

Job Description:

• Manage multiple international client projects andensure delivery against SLA, KPI, quality, productivity, and timelines.
• Proven record of managing up to 20 members,managing productivity, performance, resource allocation, coaching, anddevelopment.
• Act as a key point of contact for internationalclients and stakeholders, ensuring strong relationships, proactivecommunication, and effective escalation management.
• Conduct regular client governance/review meetingsand present performance reports, risks, action plans, and improvementinitiatives.
• Drive process improvement, standardisation,productivity enhancement, and operational efficiency.
• Support new client transitions, serviceimplementation, ramp-up, and scaling of operations.
• Identify opportunities for service expansion andwork closely with Sales/BD and Delivery teams to support client growth.
• Prepare and maintain operational dashboards andreports covering SLA, KPI, quality, productivity, utilisation, CSAT,and risks.
• Demonstrate excellent English communication,presentation, stakeholder management, project management, analytical, andproblem-solving skills.
• Strong Project Management & People managementskills with the ability to work in a fast-paced, international clientenvironment.

Preferred Certifications:

• PMP / PRINCE2
• Certified ScrumMaster (CSM) or Agile certification
• Relevant certifications in BPO/BPM, GlobalShared Services or Operations Management would be an advantage.

Preferred Experience:

Experience in Global Shared Services,BPO/BPM, Business Support Services, Virtual Assistance, Finance &Accounting, HR Operations, Procurement, Customer Support, or otherinternational non-tech service environments.