Head of Service Delivery – India

Location: Bangalore, India (Hybrid)

Reporting to: Vice President

Salary: Competitive Pay, including performance bonus, plus benefits The Role

Our client is establishing a delivery centre in India to support clients across the US and Europe and is seeking an experienced leader to take full ownership of its operations, people, processes, commercial performance, and client outcomes.

Your mission will be to establish and scale a high-performing delivery centre that operates as a seamless extension of the onshore teams. The objective is to build a trusted delivery capability that clients can rely on for their most critical projects, with a strong focus on quality, accountability, and long-term value rather than cost optimisation alone.

You will lead the centre's development from the ground up, drive operational excellence, and serve as the key link between the UK-based firm and its delivery partner in India, which will employ you directly.

Key Responsibilities

- Build and Scale the Team: Define workforce requirements and lead recruitment for ServiceNow Developers, Architects, Business Analysts, Testers, and Support Engineers. Partner closely with the India-based delivery partner on talent acquisition, compensation, onboarding, and HR-related matters, ensuring high-quality hiring in a competitive talent market.
- Develop and Retain Talent: Establish clear career progression, professional development, and certification pathways to strengthen employee engagement, support continuous learning, and maintain attrition rates below market benchmarks.
- Drive Performance and Resource Planning: Lead performance management, workforce planning, and resource allocation to ensure the right skills and capabilities are deployed effectively across client projects and operational requirements.
- Establish Delivery Standards:



Define and implement operational processes, quality frameworks, performance metrics, and delivery standards that ensure consistent execution and meet or exceed client expectations.
- Align Onshore and Offshore Teams: Act as the primary point of contact between the India delivery centre and onshore stakeholders, fostering collaboration, transparency, and a unified approach to service delivery across geographies and time zones.
- Manage the Strategic Partnership: Own the working relationship between the Indian delivery partner and the UK-based firm, ensuring explicit governance, defined responsibilities, aligned expectations, and effective escalation mechanisms.

Experience and Qualifications

- Delivery Centre Leadership: A proven track record of establishing, building, or scaling a delivery centre from an initial team, including the ability to recruit at pace without compromising talent quality.
- Technical Team Leadership: Significant experience leading technical delivery teams, with strong capabilities in people management, performance development, workforce planning, and operational execution.
- International Stakeholder Management: Demonstrated experience working with onshore teams and senior stakeholders across multiple time zones, ideally within the US, UK, or European markets.
- ServiceNow Expertise: Experience with ServiceNow is highly desirable, particularly in environments involving technical implementation, development, architecture, business analysis, testing, or application support.

The Opportunity

This is an opportunity to shape and lead a growing international delivery operation, build a high-performing technical team, and establish the processes and partnerships needed for sustainable growth. The successful candidate will have a meaningful impact on service quality, employee development, operational performance, and client satisfaction across the UK, Europe, and North America.

📌 Head of Service Delivery – India (Bengaluru)
🏢 Blue Stone Management (Pvt
📍 Bengaluru