Introduction We are seeking a high-impact Head of Shared Services to build lead and scale our Shared Services function based in India enabling delivery efficiency and innovation across our global Professional Services organization This role will be responsible for delivering consistent SLA-driven services that directly support project delivery teams including testing configuration model tuning assurance and other repeatable services You will work closely with global Professional Services leaders Engineering and SaaS Site Reliability teams to improve service lifecycle quality and delivery speed The ideal candidate will bring strong technical depth operational excellence and a passion for identifying and scaling efficiencies globally You will lead a high-performing team and serve as a central hub for innovation standardization and performance across the services function Key ResponsibilitiesBuild lead and scale the India-based Shared Services hub delivering standardized services to support global Professional Services teams Drive an AI and Automation First approach identifying processes where automation and AI can create efficiency and lead to better customer outcomes Design operate and optimize SLA-based service offerings including but not limited to Solution testing and validation Configuration and deployment Model tuning and assurance Operational tooling and process automation Collaborate closely with Engineering teams to identify and resolve lifecycle challenges across build deploy and operate stages enabling better product-service alignment and delivery outcomes Work in partnership with the SaaS Site Reliability Engineering SRE team to ensure scalability availability and performance of service-related infrastructure Drive continuous service innovation identifying inefficiencies prototyping improved workflows or offerings and scaling them globally once validated Own the Shared Services operating model including capacity planning workload prioritization SLAs service catalog documentation and performance reporting Track and report on KPIs using tools like Power BI Summit and Jira ensure visibility and accountability across all stakeholders Leverage GitHub automation and CI CD practices to streamline service delivery processes where applicable Build and manage a high-performing team of technical and operational professionals fostering a culture of excellence ownership and continuous improvement Collaborate regularly with Professional Services Product Engineering SaaS Ops and Customer Success leaders to align goals support delivery and drive business outcomes Qualifications Experience10 years of experience in Shared Services Technical Operations or Delivery Enablement ideally in a SaaS or enterprise technology company Proven experience leading SLA-driven technical service teams e g testing tuning configuration etc Strong technical acumen with hands-on familiarity in Azure or AWS cloud environments Experience working with Jira Power BI Summit GitHub and related tools Demonstrated ability to work across Engineering SRE and Product teams to improve service and lifecycle outcomes A track record of designing and implementing scalable repeatable processes in a high-growth or global services environment Proven success in driving efficiency and service innovation including designing and rolling out global service offerings Strong people leadership and team-building skills with experience managing cross-functional or matrixed teams Familiarity with ITSM or DevOps practices and delivery models e g Agile CI CD Lean or ITIL AttributesStrategic and execution-focused with strong attention to operational detail Innovative driven to improve both efficiency and the client experience through automation and the use of GenaI Technical hands-on and comfortable bridging between business and engineering Highly collaborative with the ability to influence across global and cross-functional teams Strong communicator adept at working across cultures time zones and business functions Data-driven decision-maker with a robust focus on service quality efficiency and measurable outcomes Passionate about innovation delivery excellence and scalable operations About Us SymphonyAI is at the forefront of innovation leveraging cutting-edge artificial intelligence and machine learning technologies to transform industries and drive business growth As a global leader in AI-powered solutions we empower organizations to harness the full potential of data-driven insights SymphonyAI enterprise applications rapidly deliver transformative business value across retail CPG financial services manufacturing media Enterprise IT and the public sector SymphonyAI combines unrivalled AI technology vertical expertise and industry-specific data and insights into applications that drive the highest value for customers We are one of the largest and fastest growing AI portfolios SymphonyAI Financial Services delivers world-leading AI-powered compliance and fraud prevention solutions to global financial institutions As we expand into next-generation SaaS platforms Sensa InvestigationHub and DataHub our SRI Site Reliability Intelligence team is the backbone ensuring resilience availability and excellence in every customer experience Our mission is to build intelligent self-healing systems that anticipate and prevent issues before they impact customers The SRI team is not just about uptime it s about insight innovation and intelligent automation

📌 Head Of Customer Success Shared Services & Innovation (Karnataka)
🏢 SymphonyAI
📍 Karnataka