Service Delivery Head

Overview:

We are looking for a highly skilled and experienced Service Delivery leads specialized in

managing services offered by CES Practice, which includes owning end to end life cycle of

Consulting, Professional services, and Operate / Run services. The ideal candidate will excel

in Service delivery management, Project governance, Automation transformation,

Stakeholder engagement, and P&L management, while driving service excellence and

innovation.

Key Responsibilities:

1. Service Delivery Management:

• Lead and manage end-to-end service delivery for CES Services, including

Engagement Lifecycle Management and Service Level Management.

• Oversee a team of professionals providing support for Services offered by

CES practice.

• Ensure adherence to service level agreements (SLAs) and maintain high

customer satisfaction (CSAT) and employee satisfaction (ESAT).

2. P&L Management:

• GM management: Adhere to budgeted margin and enhance GM through

efficient cost management and pricing strategies.

• Revenue growth: Ensure to adhere to revenue targets and increase revenue

through strategies such as upsell and cross sell.

• Financial reporting and Analysis: Develop and manage accurate budgets and

forecasts to inform Business deceisions.

3. Automation and Transformation:

• Drive automation initiatives using advanced tools, platforms, and bots to

enhance service efficiency and reduce manual effort.

• Lead the innovation of service delivery processes and ensure alignment with

industry best practices.

4. Leadership and Team Management:

• Provide strategic direction and leadership to cross-functional teams.
• Mentor and develop team members to foster a high-performing culture.
• Collaborate with stakeholders to align service delivery goals with business

objectives.

5. Project Management and Governance:

• Manage large-scale projects with a focus on service maturity, profitability, and

operational excellence.

• Take ownership of profit and loss (P&L) for assigned accounts and projects.
• Ensure compliance with governance frameworks and risk management

protocols.

6. Stakeholder Management:

• Build and maintain strong relationships with internal and external

stakeholders.

• Act as a strategic advisor to clients, providing insights and recommendations

to improve service delivery.

Required Skills and Experience:

• Proven experience in Service delivery management with respect to Cloud, DCN,

Automation, and IT Data engineering projects.

• Strong expertise in Project management, AIOps transformation management,

AI/Automation services, and Tools / Platform industrialization.

• Demonstrated ability to lead large teams and manage cross-functional collaboration.

• Proficiency in CES practices services and associated pre-sales/solution activities.

• Strong stakeholder management and business development skills.

• Excellent communication, leadership, and problem-solving abilities.

Preferred Qualifications:

• Certifications in ITIL, PMP, or similar frameworks.

• Experience in managing global clients and large-scale service delivery projects.

Soft Skills:

• Strategic thinking and innovation.

• Strong analytical and decision-making skills.

• Ability to adapt to dynamic environments and manage multiple priorities effectively.