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.

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 solid 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 ma

📌 Head Service Delivery and Operations (Bengaluru)
🏢 First Connect Human Capital Services
📍 Bengaluru