head-service delivery and operations

• *Location:** Bangalore

• *Role Purpose**

The Head – Service Delivery \& Operations will be responsible for end\-to\-end IT service delivery, operational excellence, governance, customer satisfaction, and continual service improvement across the IT Services organization.

The role will provide leadership across multiple technology domains, ensuring delivery of agreed service levels, operational efficiency, vendor performance, process standardization, automation, compliance, and business\-aligned outcomes. The individual will drive a customer\-centric service delivery culture and establish scalable operational frameworks that support business growth, operational maturity, and service excellence.

• *Key Responsibilities**

• *Service Delivery \& Operations**

· Own end\-to\-end operational delivery across all IT service domains.

· Ensure achievement of agreed 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 organization.

• *Governance \& Service Management**

· Establish and drive operational governance, service reviews, and performance management frameworks.

· Lead Incident, Problem, Change, Service Request, Capacity, Availability, and Service Continuity Management practices.

· Develop and maintain operational dashboards, scorecards, and executive reporting.

· Drive process standardization, automation, and productivity improvement initiatives.

• *Business \& Operational Management**

· Drive resource planning, workforce optimization, and capacity management across service domains.

· Ensure optimal utilization of resources and delivery capabilities.

· Drive operational efficiency and cost\-effective service delivery through standardization, automation, and process improvements.

· Support budgeting, forecasting, and resource planning activities related to service delivery operations.

· Establish metrics and reporting mechanisms to track operational performance, productivity, and service effectiveness.

• *Stakeholder \& Customer Management**

• Build strong relationships with business stakeholders and leadership teams.
• Ensure alignment of IT services with business priorities and operational objectives.
• Drive customer satisfaction and service improvement programs.
• Ensure effective communication, escalation management, and issue resolution.

• *Vendor \& Partner Management**

• Govern managed service providers, support partners, and strategic technology vendors.
• Establish vendor performance management and review mechanisms.
• Ensure contractual commitments, SLAs, and service obligations are consistently achieved.
• Drive vendor accountability and value realization.

• *Leadership \& Organizational Development**

· Lead and mentor functional leaders across technology domains.

· Foster a culture of accountability, collaboration, innovation, and continuous improvement.

· Drive capability development, succession planning, and talent growth initiatives.

· Build a high\-performing service delivery organization focused on business outcomes.

• *Key Success Measures**

· SLA, KPI, and service performance achievement.

· Customer satisfaction and stakeholder feedback.

· Service availability and operational reliability.

· Reduction in recurring incidents and major service disruptions.

· 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.

• *Experience Required**

· 15\+ years of IT experience with significant experience leading IT Operations, Service Delivery, Infrastructure, Enterprise Applications, or Managed Services environments.

· Proven experience managing large multi\-functional IT delivery organizations.

· Demonstrated experience leading large multi\-functional teams across internal organizations and partner/vendor ecosystems.

· Strong background in service management, operational governance, stakeholder management, and vendor governance.

· Proven track record of driving operational excellence, automation, and service transformation initiatives.

· Experience working with executive leadership and managing complex stakeholder environments.

• *Preferred Experience**

· Experience leading large\-scale IT Operations, Service Delivery, Shared Services, or Managed Services environments.

· Experience in Pharmaceutical, Life Sciences, Manufacturing, Healthcare, or other regulated industries.

· Exposure to Enterprise Applications, Manufacturing Systems, Quality \& Compliance Platforms, Infrastructure \& Cloud Services, Integration Platforms, and Digital Operations.

· ITIL, PMP, COBIT, Lean Six Sigma, or related certifications preferred.

• *Leadership Competencies**

· Service Delivery Leadership

· Operational Excellence

· Customer Centricity

· Stakeholder Management

· Vendor Governance

· Cross\-Functional Leadership

· Strategic Thinking

· Transformation \& Automation

· Business \& Commercial Acumen

· Change Leadership

· Results Orientation

Pay: ₹4,000,000\.00 \- ₹5,000,000\.00 per year

Work Location: In person