Service Deleivery Manager

Head of Service Delivery – India
Location: Bangalore, India (Hybrid, [3] days per week in office)
Reporting to: [UK Managing Director / COO]
The role As Head of Service Delivery, you will set the vision for our India delivery function and be accountable for its success. You'll own service performance against client contracts, manage the function's budget, and make sure our people, processes and systems meet the standards our UK clients expect. You'll act as the senior point of accountability for everything delivered from India.
Key responsibilities
Strategy and vision
• Define the long-term delivery model for India, including team structure, capabilities, locations and growth plan, in partnership with UK leadership.
• Continuously review and redesign how services are delivered to improve quality, efficiency and client experience.
Team building and leadership
• Lead end-to-end recruitment of the Bangalore team, from workforce planning and role design to hiring and onboarding.
• Line-manage, coach and develop team leads and staff, building a high-performance, client-focused culture.
• Put people processes in place, including performance management, training, career paths and succession planning.
Service delivery
• Own day-to-day delivery of services to clients, making sure SLAs and KPIs are consistently met.
• Establish service management processes (incident, request, problem, change and escalation) aligned to ITIL good practice.
• Provide regular performance reporting and insight to UK leadership and clients.
Contracts and financial management
• Manage service contracts, including scope, SLAs, reporting and change control.
• Own the India delivery budget, including cost tracking, forecasting, resource planning and delivery profitability.
• Build strong, trusted relationships with clients and stakeholders across the UK and India.
Quality, compliance and risk
• Make sure delivery meets contractual, regulatory and data protection requirements, including UK GDPR obligations for client data handled in India.
• Put quality assurance, information security and risk management practices in place (e.g. aligned to ISO 27001).
• Prepare the function for client audits and due-diligence reviews.
Systems and tools
• Oversee the use of ServiceNow and related tools to run service operations, track SLAs and produce management information.
• Work with technical specialists to make sure workflows, dashboards and reporting support the business as it grows.
About you Essential
• Proven experience as a Head of Service, Head of Service Delivery, or in an equivalent senior delivery leadership role.
• Track record of recruiting, leading and developing teams, with responsibility for multiple team leads or managers.
• Strong experience managing service contracts, SLAs and client relationships.
• Experience owning or managing a delivery budget, including forecasting and cost control.
• Experience using ServiceNow or a similar ITSM platform to manage service operations.
• Solid understanding of service management frameworks (ITIL certification desirable).
• Understanding of data protection, information security and quality standards in a client-service environment.
• Excellent communication skills and confidence working with senior stakeholders, including remotely across time zones.
• Typically 12–15+ years' experience, including 5+ years in leadership roles.
Desirable
• Experience working for or delivering to UK, European or US-based organisations.
• Experience setting up a new delivery centre, captive or offshore operation.
• Background in consulting or professional services (especially ServiceNow)

Work arrangement
Hybrid