Everseen: A leader in vision AI solutions for the world’s leading retailers.

The Role

Are you a seasoned leader ready to drive 24x7 resilience and guarantee 99.99% availability for mission-critical software? As Head of Service Delivery, you will lead our global support organization, championing ITIL best practices and cutting-edge AIOps and self-healing automation to meet strict SLAs. In this high-impact, customer-focused, and C-level facing role, you will manage high-performing teams, resolve major incidents, and directly influence our product roadmap to maximize customer satisfaction and global growth.

What You'll Do

Functional Leadership
- Lead, mentor, and evaluate Technical support and AI Ops engineers.
- Forecast staffing needs and manage hiring to maintain optimal 24x7 coverage.
- Plan and Manage functional budget for Digital Operations Team
- Design continuous training programs to upskill engineers on application and deployment architecture

Operations & SLA Management
- Global Delivery Model: Ensure 24x7 Availability for uninterrupted application support.




- Lead major incident management processes to minimize downtime for critical software.
- Drive accountability for application uptime metrics, ensuring key performance metrics like Average Speed of Answer (ASA), First Contact Resolution (FCR), and Mean Time to Resolve (MTTR) stay strictly "green".
- Act as the primary point of contact for high-priority client and stakeholder escalations.
- Champion disaster recovery and business continuity plans to guarantee zero-downtime support readiness.

Process Innovation & Continuous Improvement
- Drive Automation: Champion AIOps, self-healing automation, and AI-driven ticketing triage to reduce manual L1 workloads.
- ITSM Excellence: Govern organizational adherence to ITSM practices, driving continuous improvements in Problem and Change Management.
- Cross-Functional Synergy: Partner with Engineering, DevOps, and Product heads to influence product roadmaps using

📌 Head of Service Delivery (Pune)
🏢 Everseen
📍 Pune