Director (Service Delivery) | 15 to 20 years | Large FMCG Enterprise | Bengaluru

We are hiring a Director (Service Delivery) for a leadership role within a large FMCG enterprise undergoing significant digital transformation. This role will drive the organisation’s operational technology maturity by establishing strong service delivery governance, ensuring resilience of critical digital platforms, and enabling reliable, scalable support models across the enterprise.What you need:- 12–15+ years of experience in IT Service Delivery, Digital Operations, or Application Operations in large enterprise environments. - Proven ownership of live business-critical applications with accountability for SLAs, uptime, and incident management (P1/P2). - Strong experience in enterprise application landscapes such as SFA, DMS, Supply Chain, ERP, Order Management, or Sales systems. - Hands-on knowledge of ITIL / ITSM practices (Incident, Problem, Change, Release Management). - Demonstrated ability to manage vendors, managed services partners, and cross-functional stakeholders in complex environments. - Experience in building or institutionalising service delivery frameworks, SOPs, runbooks, and governance models. - Strong leadership capability with experience leading senior teams and large vendor ecosystems, with a clear ownership mindset.What you would do:- Establish and standardise service delivery processes across digital applications and platforms where processes are currently fragmented. - Own end-to-end operational stability of core business systems, ensuring uptime, SLA adherence, and performance. - Lead major incident management (P1/P2), crisis handling, and escalation governance to minimise business disruption. - Drive vendor governance and accountability, ensuring clear ownership across internal teams and partners. - Oversee service reporting, KPIs, and continuous improvement, reducing repeat incidents and improving reliability. - Partner with business, IT, and product teams to align service delivery with evolving operational and value-chain priorities. - Lead and develop a high-performing service delivery team, fostering a culture of ownership, operational excellence, and proactive problem-solving.

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