Lead - Client Operations & Services

Responsibilities

he Client Operations Head (COH) is accountable for end-to-end service delivery, people leadership, client governance, and operational transformation for a large-scale Service Desk engagement within the CEIU unit. The role ensures contractual compliance, delivery excellence, cost optimization, and continuous improvement while leading a multi-layered span of ~170 employees. Key Roles & Responsibilities

1. Service Delivery & SLA Governance Own end-to-end Service Desk operations across L1 / L1.5 / specialized support towers. Ensure achievement of SLA, OLA, KPI, CSAT, and productivity targets as defined in the client contract. Lead daily, weekly, and monthly operational governance with performance reviews and corrective actions. Drive incident trends, problem management, and root cause elimination to improve stability and customer experience. Act as escalation owner for all critical service issues and client-impacting incidents.
2. Client & Stakeholder Management Serve as the primary point of contact for senior client stakeholders for service reviews, escalations, and roadmap discussions. Lead monthly/quarterly governance forums, executive reviews, and operational health discussions. Manage client expectations while balancing delivery commitments, cost, risk, and transformation goals. Build strong partnerships with internal leadership, cross-unit teams, and client IT leadership.
3. People Management & Leadership Lead a multi-layered structure comprising Operations Managers, Team Leaders, SMEs, and Analysts. Own capacity planning, workforce management, attrition control, and succession planning. Drive talent development, capability building, and readiness for scale or scope expansion. Ensure performance management through goal setting, periodic reviews, coaching, and corrective actions. Foster a culture of high accountability, engagement, inclusion, and continuous learning.
4. Financial & Commercial Ownership Own revenue, margins, cost optimization, and productivity commitments for the account. Track FTE utilization, billing accuracy, and productivity movements. Identify opportunities for cost take-out, automation, and non-linear delivery models. Ensure compliance with contractual clauses, service credits, and financial risk controls.
5. Quality, Compliance & Risk Management Ensure adherence to process compliance, audit standards, security policies, and data privacy mandates. Own internal and external audits, client assessments, and compliance certifications. Proactively identify delivery, people, and operational risks and implement mitigation plans. Drive consistent quality governance, ticket audits, and defect reduction programs.
6. Transformation & Continuous Improvement Identify and drive automation, AI, RPA, self-service, and knowledge management initiatives for volume reduction and efficiency. Lead process re-engineering and standardization to improve stability and scalability.