Key Responsibilities:

- The Client Operations Head COH is accountable for end to end service delivery people leadership client governance and operational transformation for a large scale Service Desk engagement within the CEIU unit
- The role ensures contractual compliance delivery excellence cost optimization and continuous improvement while leading a multi layered span of 170 employees
- Key Roles Responsibilities
- Service Delivery SLA Governance
- Own end to end Service Desk operations across L1 L1
- 5 specialized support towers
- Ensure achievement of SLA OLA KPI CSAT and productivity targets as defined in the client contract
- Lead daily weekly and monthly operational governance with performance reviews and corrective actions
- Drive incident trends problem management and root cause elimination to improve stability and customer experience
- Act as escalation owner for all critical service issues and client impacting incidents
- Client Stakeholder Management
- Serve as the primary point of contact for senior client stakeholders for service reviews escalations and roadmap discussions
- Lead monthly quarterly governance forums executive reviews and operational health discussions
- Manage client expectations while balancing delivery commitments cost risk and transformation goals
- Build solid partnerships with internal leadership cross unit teams and client IT leadership
- People Management Leadership
- Lead a multi layered structure comprising Operations Managers Team Leaders SMEs and Analysts




- Own capacity planning workforce management attrition control and succession planning
- Drive talent development capability building and readiness for scale or scope expansion
- Ensure performance management through goal setting periodic reviews coaching and corrective actions
- Foster a culture of high accountability engagement inclusion and continuous learning
- Financial Commercial Ownership
- Own revenue margins cost optimization and productivity commitments for the account
- Track FTE utilization billing accuracy and productivity movements
- Identify opportunities for cost take out automation and non linear delivery models
- Ensure compliance with contractual clauses service credits and financial risk controls
- Quality Compliance Risk Management
- Ensure adherence to process compliance audit standards security policies and data privacy mandates
- Own internal and external audits client assessments and compliance certifications
- Proactively identify delivery people and operational risks and implement mitigation plans
- Drive consistent quality governance ticket audits and defect reduction programs
- Transformation Continuous Improvement
- Identify and drive automation AI RPA self service and knowledge management initiatives for volume reduction and efficiency
- Lead process re engineering and standardization to improve stability and scalability

Preferred Skills:

BPM->Leadership - JL6B

📌 Lead - Client Operations & Services (India)
🏢 Infosys BPM
📍 India