Head – Service Delivery & Operations
Location: Bangalore
Experience: 15+ Years
About the Role
We are looking for an experienced and strategic Head – Service Delivery & Operations to lead end-to-end IT service delivery and operations. This leadership role is responsible for driving operational excellence, service governance, customer satisfaction, and continuous service improvement across the IT Services organization.
The ideal candidate will bring deep expertise in IT Operations, Service Delivery, Infrastructure, or Managed Services, along with a proven ability to lead large, cross-functional teams, optimize service performance, and build scalable operational frameworks that align with business objectives.
Key Responsibilities
Service Delivery & Operations
- Own end-to-end operational delivery across all IT service domains.
- Ensure achievement of service levels, operational KPIs, and customer satisfaction targets.
- Drive service quality, availability, reliability, and operational excellence.
- Act as the primary escalation point for critical operational issues and service disruptions.
- Lead continual service improvement initiatives across the IT organization.
Governance & Service Management
- Establish and drive operational governance and service management frameworks.
- Lead Incident, Problem, Change, Service Request, Capacity, Availability, and Service Continuity Management processes.
- Develop operational dashboards, executive reporting, and performance scorecards.
- Drive process standardization, automation, and productivity improvement initiatives.
Business & Operational Management
- Lead resource planning, workforce optimization, and capacity management.
- Ensure efficient utilization of delivery resources.
- Improve operational efficiency through automation and process optimization.
- Support budgeting, forecasting, and operational planning.
- Track and report operational performance, productivity, and service effectiveness.
Stakeholder & Customer Management
- Build strong relationships with business stakeholders and leadership teams.
- Align IT services with business priorities and strategic objectives.
- Drive customer satisfaction and service improvement initiatives.
- Ensure effective communication, issue resolution, and escalation management.
Vendor Management
- Manage strategic technology vendors, managed service providers, and support partners.
- Establish vendor governance and performance review mechanisms.
- Ensure compliance with contractual commitments, SLAs, and service obligations.
- Drive vendor accountability and value realization.
Leadership
- Lead and mentor leaders across multiple technology domains.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
- Drive capability development, succession planning, and talent growth.
- Build a high-performing, customer-focused service delivery organization.
Key Success Metrics
- Achievement of SLA and KPI targets
- Customer satisfaction and stakeholder feedback
- Service availability and operational reliability
- Reduction in recurring incidents and major outages
- Automation and productivity improvements
- Vendor performance and governance compliance
- Operational efficiency and process maturity
- Resource utilization and capacity optimization
- Successful delivery of service improvement initiatives
Required Experience
- 15+ years of experience in IT Operations, Service Delivery, Infrastructure, Enterprise Applications, or Managed Services.
- Proven leadership experience managing large, multi-functional IT delivery organizations.
- Strong expertise in IT Service Management, operational governance, stakeholder engagement, and vendor management.
- Demonstrated success in driving operational excellence, automation, and service transformation initiatives.
- Experience working closely with executive leadership and managing complex enterprise environments.
Preferred Qualifications
- Experience in large-scale IT Operations, Shared Services, or Managed Services environments.
- Exposure to Pharmaceutical, Life Sciences, Manufacturing, Healthcare, or other regulated industries.
- Knowledge of Enterprise Applications, Infrastructure & Cloud Services, Manufacturing Systems, Quality & Compliance Platforms, Integration Platforms, and Digital Operations.
- Certifications such as ITIL, PMP, COBIT, Lean Six Sigma, or equivalent are highly desirable.
Leadership Competencies
- Service Delivery Leadership
- Operational Excellence
- Customer Centricity
- Strategic Thinking
- Stakeholder Management
- Vendor Governance
- Cross-Functional Leadership
- Business & Commercial Acumen
- Transformation & Automation
- Change Leadership
- Results Orientation
If you are a strategic IT leader with a passion for building high-performing service organizations and delivering exceptional business outcomes, we'd love to hear from you.
Apply now and be part of a dynamic organization driving operational excellence and digital transformation.
Work Location: In person
