About the role
The Service Delivery Operations Head is responsible for leading and managing end-to-end service delivery operations across Service Desk, Field Support Services (FSS), and Account Service Management (ASM) teams. This role ensures operational excellence, SLA/KPI compliance, client satisfaction, and continuous improvement of service delivery performance.
Requirements
1. Operational Management & Service Delivery Oversight
• Oversee daily operations of Service Desk, FSS, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor operational metrics including ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.
• Drive operational stability and ensure timely resolution of incidents and service requests.
• Ensure effective coordination between operational units and support teams.
2. Client & Escalation Management
• Act as the primary escalation point for critical operational and client-related concerns.
• Participate in client meetings, operational reviews, and business reviews.
• Ensure timely and accurate communication with clients during critical incidents.
• Lead recovery actions for SLA risks, operational gaps, and escalations.
• Build and maintain strong professional relationships with clients and key stakeholders.
3. Team Leadership & People Management
• Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.
• Conduct coaching sessions, performance reviews, and alignment meetings.
• Drive accountability and enforce operational standards and governance.
• Identify staffing gaps, training needs, and succession planning opportunities.
• Support employee engagement, retention, and development initiatives.
4. Performance Monitoring & Continuous Improvement
• Analyze operational reports, SLA/KPI performance, workforce trends, and productivity metrics.
• Identify process gaps and implement continuous improvement initiatives.
• Standardize operational procedures, documentation, and escalation processes.
• Ensure adherence to internal policies, client requirements, and compliance standards.
• Lead initiatives focused on automation, efficiency, and operational optimization.
5. Workforce & Resource Management
• Oversee manpower allocation, scheduling strategies, and operational coverage.
• Ensure optimal utilization of field engineers, service desk agents, and support teams.
• Work closely with Workforce Management and Reporting teams for forecasting and analytics.
• Monitor attendance, productivity, and compliance across all service delivery teams.
6. Reporting & Governance
• Review and validate operational reports, incident reports, client updates, and dashboards.
• Ensure accurate documentation of escalations, corrective actions, and performance reviews.
• Present operational performance, insights, and recommendations to senior management.
• Support audit requirements and ensure adherence to governance frameworks.
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