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 requirementsCandidate 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

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