About the role

Job Description

Position Title, Responsibility Level	Head of Technology Service
Reports to	A VP / Sr AVP , Technology Service
Function	Global Technology Delivery
Permanent/ Temporary	Permanent
Span of Control	Sr Manager / Manager
Location	Delhi/NCR and Bangalore

Basic Function

The AVP / Sr AVP – Technology Service Delivery is a leadership role responsible for driving the delivery of leading-edge technology services and solutions across clients within Diversified Industries Group (Telecom, Media, Utilities etc). This is a business and client-facing role that demands a blend of technical expertise, stakeholder management, excellent verbal and written communication and innovative mindset to ensure high-quality, timely, and cost-effective service delivery. This role requires diverse set of responsibilities including Client RFP response, technology solution and pricing, program management, transition management, client technology financials. The role encompasses delivering technology solutions across Cloud, AI technologies, Digital Workplace, Contact Center as a service, Telecom and Network technologies. Success in this position demands exceptional communication and influencing skills, enabling effective collaboration across diverse teams and stakeholders. It calls for innovative thinking to identify opportunities where technology can drive agile and efficient business outcomes. The role requires deep engagement with business operations and growth teams to ensure that technology solutions and services align with strategic objectives — delivered on time, within budget, and to the highest quality standards. As AVP, the individual will work closely with operating leaders, front end leaders, client stakeholders, and internal technology cross-functional teams to enhance service delivery processes, foster innovation, and ensure the reliability and efficiency of technology services.

Key Responsibilities

Client-Facing Delivery Ownership: Develop and implement a comprehensive technology service delivery strategy along Growth, Transformation, Delivery and Risk that is aligned with Global Technology’s goals.
Technology Solutions Ownership: Oversee delivery across multiple technological domains including:
- Cloud platforms and services
- Artificial Intelligence (AI) technologies
- Digital Workplace solutions
- Cloud Contact Center and AI
- Network infrastructure and services
- Client Interconnects
Strategic Engagement & Innovation:
- Value driven engagement with business / clients
- Drive innovation in service delivery models and technology adoption.
- Partner with business operations and growth teams to identify opportunities where technology can enable agile and effective business delivery.
Process Excellence & Quality Assurance: Collaborate with cross-functional teams to enhance service delivery processes, improve operational efficiency, and ensure adherence to quality standards, timelines, and budgets.
Stakeholder Management:
- Build strong relationships with internal and external stakeholders, influencing decision-making and ensuring customer satisfaction.
- Drive monthly and quarterly reviews with Value driven metrics impacting business.
Communication & Influence: Demonstrate exceptional communication and influencing skills to articulate technology value propositions and drive consensus across diverse teams.

Required Skills & Qualifications

Bachelor’s degree in information technology, Computer Science, or a related field; master’s degree preferred.
Minimum of 12+ years of experience in technology service delivery, with at least 2 years in a leadership role.
Innovative mindset with a passion for continuous improvement and strategic thinking.
Candidate should have exposure and experience to work across few, or all technology domains listed below -
- Cloud platforms and services
- Artificial Intelligence (AI) technologies
- Digital Workplace solutions
- Contact Center technologies
- Network infrastructure and services
- Service Management & Tooling
- Observability & Analytics
Proven experience in technology service delivery within Insurance / Healthcare / Utilities / Banking and Capital Markets or similar domains.
Demonstrated ability to lead complex engagements and deliver high-impact solutions.
Excellent communication, stakeholder management, and influencing skills.
Certification in above-mentioned technologies, ITIL, PMP, or similar service delivery and project management methodologies.

Primary Internal Interactions

Business Leadership teams
Technology Infrastructure teams and SMEs
Cyber Risk Management and Compliance teams
Data and AI Solutions team
Internal Audit Teams

Primary External Interactions

Client Technology and Cyber teams
OEM Partners