Head of Department (Digital Services Operations)

JOB DESCRIPTION
Head of Department (Digital Services Operations)
Location: Guindy, Chennai
Total Experience: 15+ Years
Reporting To: Group Head / Delivery Head
Education : BE/B.TECH & Any masters(An added advantage)
Certification : ITIL / PMP / Agile certifications
Work Shift: Afternoon shift (11:30AM IST to 8:30PM IST) / Can change based on need
Domain : Automative / IT Services

The Head of Digital Service Operations is accountable for end-to-end delivery of digital application maintenance, operations, QA, and CRM services across India, Europe, and US regions. Own service stability, SLA/SLO compliance, managed services transformation, and operational excellence, while leading 60+ members, multi-shift offshore teams.

Responsibilities

Core Skills
• Delivery & operations governance
• ITIL service management
• Agile delivery for enhancements
• Client & executive communication
• Financial and commercial awareness

Key Responsibilities
Service Delivery & Operations
• Own Application maintenance & operations for different regions and clients
• Ensure high availability ,performance, security, stability, and predictable service outcomes.
• Lead response for production incidents, including root cause analysis and preventive actions.
• Ensure RCA quality, action tracking, and SLA compliance.
• Drive reduction of repeat incidents and operational inefficiencies.

Managed Services Transformation
• Transition T&M and retainer engagements to Managed Services.
• Define and operationalize Service Catalogs, SLAs, SLOs, and KPIs.
• Drive outcome-based delivery and post-transition stabilization.

ITIL & Agile Execution
• Implement / Mature ITIL processes (Incident, Problem, Change, Release)
• Integrate Agile ways of working for minor enhancements and continuous improvement.
• Balance BAU operations with enhancement backlogs.


Client & Stakeholder Management
• Act as senior escalation points for clients.
• Lead service reviews, QBRs, and executive dashboards.
• Ensure high client satisfaction and contract renewals.

People, Cost & Productivity Ownership
• Lead and scale multi-region delivery teams.
• Optimize staffing, utilization, and skill mix.
• Reduce attrition risk, especially for evening/ Night shift teams.
• Drive automation and productivity improvements.

Governance, Risk & Metrics
• Own service KPIs: SLA compliance, MTTR, defect leakage, availability.
• Identify operational risks early and execute mitigation plans.
• Ensure audit, security, and contractual compliance.

Requirements

Experience
• 15 –18+ years in IT Services / Digital Operations
• Proven leadership of large offshore, multi-shift teams
• Strong background in Application Maintenance & Operations
• Strong hands-on understanding of digital application architectures
• Hands-on experience transitioning to Managed Services