Head - Service Delivery | ITES

Role & Responsibilities:

• Own service delivery across multiple ITES accounts and delivery centers
• Ensure SLA, KPI, quality, and compliance adherence across processes
• Drive client engagement, governance, and escalation management
• Lead large cross-functional teams; build high-performance delivery culture
• Optimize costs, productivity, and resource utilization
• Implement process improvements, automation, and best practices
• Partner with sales and transition teams for new client onboarding
• Manage risk, business continuity, and compliance requirements

Candidate Profile:

• 12+ years in ITES/BPO service delivery or operations leadership
• Proven experience managing large-scale teams and global clients
• Strong expertise in SLA management, transitions, and process excellence
• Exposure to BFSI, Healthcare, Tech Support, or Shared Services preferred
• Excellent stakeholder, people, and financial management skills
• Operational excellence & Lean/Six Sigma exposure
• Strong leadership and decision-making