Lead Consultant

The Team Lead is responsible for overseeing the Service Level Support team, ensuring the seamless resolution of VMS-related case management tickets while maintaining strict adherence to global SLAs. This role bridges the gap between operational execution and strategic improvement, managing a team that supports over 20 internal squads. The Lead will act as the primary escalation point and regional coordinator, driving excellence across NAM, EMEA, and APAC regions.

Key Responsibilities

• Team Leadership & Performance: Lead and mentor a team of Support Analysts, conducting regular performance reviews and ensuring consistent resolution standards across all platforms (Freshdesk, ServiceNow).
• Escalation Management: Serve as the final point of contact for complex VMS issues involving Fieldglass, VNDLY, and Beeline, ensuring high-priority cases are resolved without breaching SLAs.
• Strategic Process Optimization: Analyze recurring case trends identified by the team to design and implement systemic enhancements that reduce global turnaround times.
• Global Stakeholder Coordination: Manage relationships with Tech PMs, Data Analysts, and regional leads to align support efforts with large-scale project implementations.
• Knowledge Governance: Oversee the creation and maintenance of a centralized knowledge base (FAQs and process references) to ensure global standardization.
• Resource Planning: Manage shift rotations across NAM, EMEA, and APAC time zones to ensure 24/7 operational coverage and hybrid work compliance.

Required Skills and Qualifications

• Experience: 6+ years in VMS support (Fieldglass, Beeline, or VNDLY), with at least 2 years in a team lead capacity.
• Technical Proficiency: Advanced expertise in Freshdesk/ServiceNow and a strong functional understanding of SAP ecosystems.
• Analytical Leadership: Proven ability to translate data-driven insights into actionable process improvements.
• Communication: Exceptional verbal and written communication skills for managing global cross-regional stakeholders.
• Operational Agility: Ability to prioritize multi-squad demands while maintaining high accountability for team-wide deliverables.

Additional Information

• Work Location: Hyderabad/Bengaluru (Hybrid).
• Shift Flexibility: Must be able to oversee operations across NAM, EMEA, and APAC time zones.