Head of Operations

3 days ago

Bengaluru, Karnataka, India HYI Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Job Title:
Head of Operations / Service Delivery Manager

Experience:
8–12 years

Industry:
IT & Consulting Services

Employment Type:
Full-Time

Location:
Koramangala, Bangalore

About Us:

is a virtual assistance platform for startups and entrepreneurs, offering on-demand

access to remote engineers, mentors, and co-founders. Our Offshore Development Centre

(ODC) enables scalable growth with dedicated teams, and our skill assessment platform

ensures top talent is industry-ready.

Role Overview:

is seeking an experienced and execution-focused Head of Operations to lead and

manage end-to-end service delivery, operations, and project execution in a fast-growing IT

services environment. This role demands deep expertise in project management, client

operations, budgeting and billing, grievance handling, and modern cloud infrastructure. You will

play a key role in aligning people, processes, and technology to drive operational excellence

and customer satisfaction.

Key Responsibilities:

  1. Operational Leadership & Strategy Execution


• Implement efficient operations strategies that support overall business objectives.


• Drive continuous improvement across service delivery, internal processes, and resource

allocation.


• Collaborate with senior leadership to align operational goals with company vision.

  1. Project & Delivery Management


• Lead end-to-end project planning and execution across multiple technology

engagements.


• Ensure effective timeline management, delivery quality, and risk mitigation.


• Use modern project management tools (e.g., JIRA, Asana, ) to manage

workloads, sprints, and client deliverables.

  1. Technology & Infrastructure Oversight


• Manage technical operations with a focus on scalable and secure cloud infrastructure

(AWS, Azure, GCP).


• Coordinate closely with tech teams to support deployment, uptime, and infrastructure

costs.


• Ensure infrastructure aligns with client needs and performance SLAs.

  1. Client Operations & Grievance Handling


• Serve as a senior point of contact for client escalations and issue resolution.


• Implement a structured grievance redressal mechanism internally and externally.


• Foster strong, long-term relationships through transparent communication and

operational reliability.

  1. Team Management & Resource Planning


• Lead delivery, engineering, and support teams to achieve service excellence.


• Plan and manage resource allocation, hiring, and performance tracking.


• Mentor team leads and ensure high levels of engagement and accountability.

  1. Budgeting, Billing & Financial Operations


• Oversee budget planning, project billing, and cost tracking for service accounts.

  1. Process, Quality & Compliance


• Coordinate with finance on invoices, collections, and P&L impact of operational

decisions.


• Continuously seek areas to improve margins and control operating expenses.


• Define and enforce SOPs for task management, quality assurance, and SLA adherence.


• Drive reporting cadence for internal KPIs and external client metrics.


• Ensure compliance with IT standards, client contracts, and data protection norms.

Required Qualifications:


• Bachelor's or Master's degree in Computer Science, Engineering, Business, or a related

field.


• 8+ years of experience in IT operations, delivery, or project management.


• Proven expertise in budgeting, billing, and financial oversight of technology projects.


• Experience handling client grievances and operational escalations.


• Hands-on exposure to cloud infrastructure (AWS, Azure, GCP).


• Strong command over Agile methodologies and project management tools.


• Excellent stakeholder management, communication, and leadership skills.

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