Sr. Vice President & Head: Service Delivery and Operations (India)

Job Description:

About the Role:
We are looking for a dynamic leader, result-driven professional with strategic foresight and
strong people management skills as Sr. Vice President & Head - Service Delivery and
Operations at our India Delivery Centre. This leader would motivate, inspire, and drive a
team of service delivery heads and corporate support function heads towards excellence.
This role would lead the strategic and operational delivery functions across all business
lines. This role is a key leadership position that works directly with the President & Country
Head (India) and the Senior Leadership Team (SLT) to drive service excellence, project
execution, cross-functional collaboration, and operational efficiency.
As Sr. Vice President & Head - Service Delivery and Operations at our India Delivery
Centre, reporting to the President and the Country Head, the primary responsibility is
to oversee and manage all aspects of the company's operations within the country. This
involves ensuring the efficient and effective execution of strategies, aligning with the
overall company vision, and leading the team to achieve performance targets. The ideal
candidate is a strategic thinker with a strong operational background and a passion for
delivering measurable impact.

Key Responsibilities:
Service Delivery & Operational Leadership
 Lead all aspects of service delivery and operational excellence across the India
Delivery Centre.
 Collaborate closely with the President & Country Head to align operational priorities
with business objectives.
 Focus on service quality, cost optimization, margin improvement, employee and
client retention.

Program & Project Management

 Translate the Senior Leadership team’s strategic vision into actionable operational
plans and ensure their successful implementation under the guidance of the
President and Country Head
 Ensure timelines and outcomes are met across strategic initiatives and cross-
functional programs.
 Facilitate proactive follow-ups and risk mitigation with all stakeholders.
Stakeholder Communication & Leadership Reporting
 Regularly communicate with the President and Country Head on operational
performance, issues, and opportunities. 
 Deliver clear and concise updates to the President & Country Head and other SLT
members.
 Serve as the primary operational point of contact for executive updates and
decision-making support.
Cross-Functional Coordination & Conflict Resolution
 Drive collaboration and synergy across multiple departments, HODs, and support
functions.
 Foster a cohesive team environment, encourage transparency, and resolve
interdepartmental conflicts constructively within a timely manner through dialogue
and joint workshops
Technology Enablement
 Work alongside Business transformation and Information technology teams to help
evaluate and implement automation, AI tools, and digital platforms to drive
productivity and innovation.
 Stay updated on emerging technologies and integrate them into operational
strategy.
Quality Management & Client Focus
 Drive continuous improvement initiatives aligned with Six Sigma and Quality
Management frameworks
 Work to enhance service consistency, process compliance, and client satisfaction.
Budget management
 Work along with F&A planning team to manage operations and resources budget
ensuring efficient resource allocation and cost control.

Risk Management:
 Identify and mitigate potential risks to operational performance and ensure
compliance with relevant regulations.

Required Qualifications & Experience:
 Minimum 20 years of experience in Service Delivery, Operations Management, and
Strategic Execution.
 Demonstrated leadership in driving multi-functional service delivery teams.
 Preferred MBA or equivalent management degree.
 Certifications preferred: PMP, Six Sigma (Green/Black Belt), Quality Management.
Desired Skills & Tools:
 Excellent presentation, communication, and stakeholder management skills.
 Technology savvy with experience in AI, automation, and productivity tools.
 Strong analytical mindset and data-driven decision-making capabilities.
 This role involves significant interaction with heads of the departments and senior
managers across the India delivery center, the candidate should have significant
emotional intelligence and relationship building skills.
 The candidate must have the ability to inspire and motivate the team/s to achieve
higher performance.
 The candidate must be able to adapt to evolving business conditions and priorities
and should be receptive to change.

Organizational Reporting:
 Direct Reporting: President & Country Head (India)
 Dotted Line Accountability: Senior Leadership Team (SLT)
 Collaboration: Cross-functional work with all India HODs and Corporate support
teams
Work Environment:
 Location: Ahmedabad (Work from Office – Full-time)
 Travel: Limited, based on business needs