{"id":1898317,"url":"https://alion.io/job/computacenter-team-leader","title":"Team Leader","company":{"id":1226,"name":"Computacenter","domain":"computacenter.com","url":"https://alion.io/company/computacenter","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":33000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":23},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"Microsoft Excel","optional":true},{"name":"Power BI","optional":true},{"name":"Service Desk","optional":true},{"name":"ServiceNow","optional":true},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-10-05T09:33:12Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-11T21:11:13Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"This is an internal position.\nLocation: IND - Bangalore 24/7 | Job-ID: 219579 | Contract type: Standard | Business Unit: Others\nJob Description: Team Leader - Global Service Coordination\nPosition Title: Team Leader - Global Service Coordination\nDepartment: Global Service Operations / Service Coordination\nLocation: Bengaluru\nWork Hours: Night Shift (Supporting US & UK Business Hours)\nExperience Required: Minimum 1.5 years of people management experience\nTeam Size Managed: 10+ Service Coordinators\nPreferred Skills: Power BI, Excel, Service Now, ITSM\nPosition Summary\nThe 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.\nThe 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.\nKey Responsibilities\n1. People Leadership & Team Management\nLead, supervise, and develop a team of 15+ Global Service Coordinators.\nConduct structured performance reviews, coaching sessions, and competency development plans.\nEnsure adherence to company policies, code of conduct, and HR compliance frameworks.\nMaintain team schedules, leave planning, and shift adherence.\n2. Service Coordination & Workflow Management\nOversee and manage coordination across key workflows:\nIncident Management: Assignment, prioritization, follow-up, coordination with technical teams, and ensuring SLA adherence.\nService Requests: Review, triage, and coordinate fulfillment activities, ensuring accurate documentation.\nChange Management: Validate pre-requisites, schedule field resources, and ensure change readiness and closure compliance.\nDispatch Management: Assign field engineers or technicians based on skills, region, and availability.\nLogistics Coordination: Facilitate part movement, RMA requests, shipping, vendor coordination, and tracking.\nField Operations Support: Coordinate site visits, access requirements, prerequisites, and live communication between customers and field teams.\n3. Operational & Performance Management\nEnsure team compliance with SLA, OLA, and KPI targets (response times, dispatch accuracy, update cadence, etc.).\nMaintain consistent queue hygiene, aging control, and ticket quality standards.\nEnsure all activities are documented within Service Now, ITSM tools according to defined processes.\nImplement continuous improvement initiatives aimed at improving efficiency, accuracy, and customer experience.\n4. Escalation Governance\nAct as the primary escalation point for service coordination issues.\nCollaborate with engineering, support, logistics vendors, field operations, and service delivery teams to resolve escalated cases.\nProvide timely communication and updates to internal and external stakeholders.\n5. Reporting, Analytics & Documentation\nPrepare and maintain daily/weekly/monthly operational reports using Power BI and Excel.\nAnalyze operational trends, ticket patterns, repeat issues, and resource utilization.\nPresent performance insights and improvement recommendations to leadership.\nMaintain process documentation, SOPs, and workflow instructions as per audit and compliance standards.\n6. Compliance, Quality & Governance\nEnsure compliance with corporate standards, regulatory guidelines, data security policies, and audit requirements.\nMaintain high quality in ticket handling, documentation, and communication.\nFacilitate process adherence within Incident, Request, Change, Dispatch, and Field Ops workflows.\nRequired Qualifications\nMinimum 1.5 years of people management experience in Global Service Coordination, Service Desk, NOC, or related support functions.\nPrior experience managing a team of 10 or more staff.\nUnderstanding of ServiceNow, ITSM processes (Incident, Request, Change, Dispatch).\nAbility to manage operations in high-volume, time-sensitive environments.\nExcellent communication and stakeholder management skills across global teams.\nPreferred Qualifications\nExperience with Power BI, advanced Excel, or equivalent analytical/reporting tools.\nFamiliarity with ITSM systems such as ServiceNow, Remedy, Salesforce, Freshservice, or equivalent.\nExposure to Dispatch, Field Operations, Logistics workflows, or coordination-based service delivery environments.\nCertifications such as ITIL Foundation are an added advantage.\nCore Competencies\nLeadership & People Development\nService Delivery Orientation\nProcess Excellence & Governance\nData Analysis & Reporting\nEscalation & Crisis Management\nStakeholder Collaboration\nCommunication & Professionalism\nAbout us\nComputacenter 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.\nWe 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.\nInterested in joining a company with a strong sense of community?\nWe’re growing. We’re hiring. We encourage. We empower. We support.\n#winningtogether #peoplematter","description_format":"text","description_chars":5577,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":5,"team_size_min":10,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Professional Services","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-10-05T09:33:12Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.825,"p_room":1,"age_days":4,"expected_fill_days":15,"reasons":["conf:6","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/computacenter-team-leader","json_url":"https://alion.io/job/computacenter-team-leader.json","meta":{"generated_at":"2026-10-12T00:53:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":783,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1226},"rest":"https://alion.io/mcp/rest/get_company?id=1226"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcomputacenter-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcomputacenter-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcomputacenter-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/computacenter-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcomputacenter-team-leader"}]}