Head - Service Delivery

As the Head of Service Delivery at Company's Service Solutions INDIA, you will be responsible for providing end-to-end leadership to the regional service delivery organization. Your role will involve overseeing IT Support Services (Helpdesk, Identity & Access Management), ServiceNow Practice, Automation & AI, and Customer Experience & Supply Chain Backoffice portfolios. You will play a critical role in ensuring consistent, high-quality delivery, driving customer delight, operational excellence, and innovation. Key Responsibilities: - Lead and manage the BPM delivery organization to ensure 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. - Oversee service delivery across various operations including IT Support, ServiceNow, Automation & AI, Customer Experience, and Supply Chain back-office. - Define and monitor key operational KPIs such as SLAs, CSAT/NPS, cost efficiency, and productivity improvements. - Serve as executive sponsor for key customers, drive a culture of customer-centricity, and manage relationships effectively. - Champion continuous improvement through Lean, Six Sigma, and/or process re-engineering/automation initiatives. - Build and lead diverse, high-performing teams, promote ongoing development, and foster a culture of high performance. 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 and driving operational transformation. - Strong exposure to automation, AI, and/or ServiceNow ecosystems. Skills and Competencies: - Strategic program and operations management - Strong customer relationship and stakeholder management skills - 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 This role offers a unique opportunity to directly shape the transformation journey of Company's Service Solution INDIA, setting new benchmarks in service excellence, customer experience, and operational innovation while driving outcomes aligned to the 2030 vision. As the Head of Service Delivery at Company's Service Solutions INDIA, you will be responsible for providing end-to-end leadership to the regional service delivery organization. Your role will involve overseeing IT Support Services (Helpdesk, Identity & Access Management), ServiceNow Practice, Automation & AI, and Customer Experience & Supply Chain Backoffice portfolios. You will play a critical role in ensuring consistent, high-quality delivery, driving customer delight, operational excellence, and innovation. Key Responsibilities: - Lead and manage the BPM delivery organization to ensure 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. - Oversee service delivery across various operations including IT Support, ServiceNow, Automation & AI, Customer Experience, and Supply Chain back-office. - Define and monitor key operational KPIs such as SLAs, CSAT/NPS, cost efficiency, and productivity improvements. - Serve as executive sponsor for key customers, drive a culture of customer-centricity, and manage relationships effectively. - Champion continuous improvement through Lean, Six Sigma, and/or process re-engineering/automation initiatives. - Build and lead diverse, high-performing teams, promote ongoing development, and foster a culture of high performance. 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 and driving operational transformation. - Strong exposure to automation, AI, and/or ServiceNow ecosystems. Skills and Competencies: - Strategic program and operations managem