Operations Head/Service Delivery Manager - IT & Consulting Services

Job Title: Head of Operations / Service Delivery Manager.

Experience: 8-12 years.

Industry: IT & Consulting Services.

Employment Type: Full-Time.

Location: Koramangala, Bangalore.

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Role Overview:

Key Responsibilities:

Operational Leadership & Strategy Execution:

- Drive continuous improvement across service delivery, internal processes, and resource allocation.

- Collaborate with senior leadership to align operational goals with company vision.

Project & Delivery Management:

- Ensure effective timeline management, delivery quality, and risk mitigation.

- Use modern project management tools (e.g., JIRA, Asana, Monday.com) to manage workloads, sprints, and client deliverables.

Technology & Infrastructure Oversight:

- Coordinate closely with tech teams to support deployment, uptime, and infrastructure costs.

- Ensure infrastructure aligns with client needs and performance SLAs.

Client Operations & Grievance Handling:

- Implement a structured grievance redressal mechanism internally and externally.

- Foster strong, long-term relationships through transparent communication and operational reliability.

Team Management & Resource Planning:

- Plan and manage resource allocation, hiring, and performance tracking.

- Mentor team leads and ensure high levels of engagement and accountability.

Budgeting, Billing & Financial Operations:

- Coordinate with finance on invoices, collections, and P&L impact of operational decisions.

- Continuously seek areas to improve margins and control operating expenses.

Process, Quality & Compliance:

- Drive reporting cadence for internal KPIs and external client metrics.

- Ensure compliance with IT standards, client contracts, and data protection norms.

Required Qualifications:

- 8+ years of experience in IT operations, delivery, or project management.

- Proven expertise in budgeting, billing, and financial oversight of technology projects.

- Experience handling client grievances and operational escalations.

- Hands-on exposure to cloud infrastructure (AWS, Azure, GCP).

- Strong command over Agile methodologies and project management tools.

- Excellent stakeholder management, communication, and leadership skills.