Team Leader

Computacenter AG & Co. oHG; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Computacenter AG & Co. oHG is seeking a Team Leader – Global Service Coordination in Bengaluru to lead a team of Service Coordinators across incidents, requests, changes, dispatch, and logistics.

The role requires night-shift availability to support US & UK business hours and strong leadership to deliver consistent service performance in a 24x7 environment. The position emphasizes stakeholder collaboration, operational discipline, and compliance with ITSM processes.

Qualifications

• Minimum 1.5 years of people management experience.
• Managed a team of 10+ staff.
• Understanding of ServiceNow and ITSM processes (Incident, Request, Change, Dispatch).
• Ability to operate in high-volume, time-sensitive environments.
• Excellent communication and stakeholder management across global teams.

Responsibilities

• Lead, supervise, and develop a team of Global Service Coordinators.
• Conduct performance reviews and coaching plans.
• Ensure adherence to policies, HR compliance, and shift schedules.
• Maintain queue hygiene and ticket quality per standards.
• Escalate issues as primary contact and coordinate with cross-functional teams.

Skills

Leadership

Communication

Stakeholder management

Education

ITIL Foundation

Tools

ServiceNow

Remedy

Freshservice

Salesforce

Job description

Job Description: Team Leader – Global Service Coordination

Select how often (in days) to receive an alert:

This is an internal position.

Location: IND - Bangalore 24/7 | Job-ID: 219579 | Contract type: Standard | Business Unit: Others

Position Title: Team Leader – Global Service Coordination
Department: Global Service Operations / Service Coordination
Location: Bengaluru
Work Hours: Night Shift (Supporting US & UK Business Hours)
Experience Required: Minimum 1.5 years of people management experience
Team Size Managed: 10+ Service Coordinators
Preferred Skills: Power BI, Excel, Service Now, ITSM

Position Summary

The Team Leader – Global Service Coordination is responsible for managing end‑to‑end service coordination activities across multiple global regions. The role oversees a team of Service Coordinators engaged in handling Incidents, Requests, Change tasks, Dispatch management, Logistics coordination, and Field Operations support.
The position requires strong leadership capabilities, operational discipline, stakeholder collaboration, and the ability to deliver consistent service performance in a 24×7 global environment. The role demands night shift availability to effectively support US and UK business hours.

Key Responsibilities

• Lead, supervise, and develop a team of 15+ Global Service Coordinators.
• Conduct structured performance reviews, coaching sessions, and competency development plans.
• Ensure adherence to company policies, code of conduct, and HR compliance frameworks.
• Maintain team schedules, leave planning, and shift adherence.

2. Service Coordination & Workflow Management

• Oversee and manage coordination across key workflows:
• Incident Management: Assignment, prioritization, follow‑up, coordination with technical teams, and ensuring SLA adherence.
• Service Requests: Review, triage, and coordinate fulfillment activities, ensuring accurate documentation.
• Change Management: Validate pre‑requisites, schedule field resources, and ensure change readiness and closure compliance.
• Dispatch Management: Assign field engineers or technicians based on skills, region, and availability.
• Logistics Coordination: Facilitate part movement, RMA requests, shipping, vendor coordination, and tracking.
• Field Operations Support: Coordinate site visits, access requirements, prerequisites, and live communication between customers and field teams.

3. Operational & Performance Management

• Ensure team compliance with SLA, OLA, and KPI targets (response times, dispatch accuracy, update cadence, etc.).
• Maintain consistent queue hygiene, aging control, and ticket quality standards.
• Ensure all activities are documented within Service Now, ITSM tools according to defined processes.
• Implement continuous improvement initiatives aimed at improving efficiency, accuracy, and customer experience.
• Act as the primary escalation point for service coordination issues.
• Collaborate with engineering, support, logistics vendors, field operations, and service delivery teams to resolve escalated cases.
• Provide timely communication and updates to internal and external stakeholders.

5. Reporting, Analytics & Documentation

• Prepare and maintain daily/weekly/monthly operational reports using Power BI and Excel.
• Analyze operational trends, ticket patterns, repeat issues, and resource utilization.
• Present performance insights and improvement recommendations to leadership.
• Maintain process documentation, SOPs, and workflow instructions as per audit and compliance standards.

6. Compliance, Quality & Governance

• Ensure compliance with corporate standards, regulatory guidelines, data security policies, and audit requirements.
• Maintain high quality in ticket handling, documentation, and communication.
• Facilitate process adherence within Incident, Request, Change, Dispatch, and Field Ops workflows.

Required Qualifications

• Minimum 1.5 years of people management experience in Global Service Coordination, Service Desk, NOC, or related support functions.
• Prior experience managing a team of 10 or more staff.
• Understanding of ServiceNow, ITSM processes (Incident, Request, Change, Dispatch).
• Ability to manage operations in high‑volume, time‑sensitive environments.
• Excellent communication and stakeholder management skills across global teams.

Preferred Qualifications

• Experience with Power BI, advanced Excel, or equivalent analytical/reporting tools.
• Familiarity with ITSM systems such as ServiceNow, Remedy, Salesforce, Freshservice, or equivalent.
• Exposure to Dispatch, Field Operations, Logistics workflows, or coordination-based service delivery environments.
• Certifications such as ITIL Foundation are an added advantage.

Core Competencies

• Leadership & People Development
• Service Delivery Orientation
• Process Excellence & Governance
• Data Analysis & Reporting
• Escalation & Crisis Management
• Stakeholder Collaboration
• Communication & Professionalism

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter