Role Overview:

The Head of Service Delivery will be responsible for end-to-end leadership of Company's Service Solutions INDIA's regional service delivery organization spanning IT Support Services (Helpdesk, Identity & Access Management), ServiceNow Practice, Automation & AI, and Customer Experience & Supply Chain Backoffice portfolios.

This role is a critical operational leadership position tasked with ensuring consistent, high-quality delivery, driving customer delight, operational excellence, and innovation across the service landscape. The role will provide strategic direction to delivery teams, establish robust governance and performance frameworks, and drive transformation initiatives in line with the organization's Fit.SO transformation pillars - portfolio evolution, delivery structure optimization, partner ecosystem maturity, talent competency, and culture & engagement.

The incumbent will serve as a key member of the leadership tea m, reporting directly to the Country Responsible, and will play a pivotal role in realizing the organization's 2030 strategic objectives.

The successful candidate will be highly organized, an effective communicator, and possess a proactive and innovative approach to problem-solving.

Key Responsibilities :

1. Strategic Leadership and Delivery Governance

- Lead and manage the BPM delivery organization ensuring operational excellence, adherence to SLAs, and achievement of financial and performance targets.

- Develop and execute a strategic delivery roadmap aligned with business transformation goals and client priorities.

- Establish governance frameworks, review mechanisms, and reporting cadences for delivery operations across all service lines.

- Drive adoption of standardized delivery models and global best practices across the BPM portfolio.

2. Service Delivery Management:

- Oversee service delivery across IT Support (Helpdesk, IAM), ServiceNow, Automation & AI, Customer Experience and Supply Chain back-office operations.

- Define and monitor key operational KPIs including SLAs, CSAT/NPS, cost efficiency, and productivity improvements.

- Ensure consistent delivery quality, incident resolution efficiency, and proactive problem management.

- Build scalable, flexible delivery structures that enable agility and responsiveness to customer needs.

3. Customer Experience and Relationship Management:

- Serve as executive sponsor for key customers; ensure proactive communication, service reviews, and relationship strengthening.

- Drive a culture of customer-centricity across teams to ensure consistent, measurable customer satisfaction.

- Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.

4. Operational Excellence and Continuous Improvement:

- Champion the continuous improvement agenda through Lean, Six Sigma, and/or process re-engineering/automation initiatives.

- Drive knowledge management, best practice standardization, and digital enablement across delivery functions.

- Embed a data-driven performance management culture using analytics and operational dashboards.

5. People and Organizational Leadership:

- "Build and lead diverse, high-performing teams that deliver with excellence, agility, and a learner-first mindset."

- Provide leadership and mentorship to delivery leaders and cross-functional teams across geographies. Promote ongoing development through coaching, career planning, and cross-skilling aligned to the evolving learning landscape

- Develop long-term roadmaps for support operations, technology adoption, and team capabilities

- Build talent pipelines and enhance competency frameworks for emerging technologies and service domains.

- Foster an inclusive, collaborative, and high-performance culture. Develop and implement strategies to improve team performance, morale, and cohesion with other internal teams.

- Partner with HR to drive engagement, learning, and leadership development programs.

6. Cross-Functional Leadership:

- Partner with Product Management leadership to influence product roadmap based on customer feedback and support insights.

- Collaborate with Sales and Customer Success teams to optimize the end-to-end customer journey

- Represent support organization in executive forums and strategic planning sessions

7. Transformation and Change Enablement:

- Partner with the TCR office to integrate transformation goals into operational execution.

- Drive change readiness, communication, and adoption across the delivery organization.

- Promote a mindset of innovation and reimagination in how services are designed and delivered.

Career Impact and Value Proposition:

This is a mission-critical leadership role within the Company's Service Solution INDIA's transformation journey. The incumbent will directly shape how Company Service Solution INDIA reimagines and delivers process-driven services globally-setting new benchmarks in service excellence, customer experience, and operational innovation while driving transformation outcomes aligned to the 2030 vision.

Desired Qualifications and Experience:

Educational Background:

- Bachelor's or Master's degree in Engineering, Technology, or Business Administration.

- Certifications in ITIL, PMP, or equivalent Program/Service Management preferred.

- Six Sigma or Lean certification is an advantage.

Experience:

- 18-22 years of experience in IT services or BPM operations, with at least 5-7 years in senior delivery leadership roles.

- Proven track record of managing multi-domain service delivery (Helpdesk, ITSM, Automation, Backoffice, CX).

- Experience in global delivery management, managed services, and operational transformation.

- Demonstrated success in driving large-scale service transitions and process improvements.

- Strong exposure to automation, AI, and/or ServiceNow ecosystems.

- Experience working in a matrix organization with global clients and cross-functional teams.

Skills and Competencies:

- Strategic program and operations management

- Strong customer relationship and stakeholder management skills

- Deep understanding of ITSM / BPM frameworks and digital delivery models

- Financial acumen and operational P&L management

- Data-driven decision-making and analytical mindset

- Leadership in managing large, distributed teams

- Excellent communication, presentation, and influencing skills

- Personality and Leadership Traits

- Visionary leader with operational discipline

- Strong problem-solver with a bias for action

- Empowers teams and builds trust across all levels

- Collaborative and empathetic communicator

- Agile, adaptable, and thrives in transformation environments

- Passionate about innovation, learning, and continuous improvement

- Strong executive presence with exceptional client-facing and stakeholder management skills