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 activitie

📌 head-service delivery and operations (Bengaluru)
🏢 First Connect- Human Capital Services
📍 Bengaluru