VP, Service Operations

11 hours ago

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

The VP, Service Operations leads global service delivery, technical support to ensure consistent, high-quality service experiences. The role defines service strategy, builds scalable processes, and manages the service P&L, balancing customer outcomes with efficiency and cost.
Key responsibilities
* Own end-to-end service delivery and operations and operational SLAs/OLAs.
* Drive continuous improvement to optimize response, resolution, and turnaround times.
* Build and manage service budgets, forecasts, and unit economics; deliver margin and cost-to-serve targets.
* Establish KPI frameworks and operational dashboards; run weekly/monthly business reviews.
* Lead workforce planning, capacity modelling, and partner/vendor performance management.
* Implement and evolve service tech stack (CRM/ITSM, FSM, knowledge management, ).
* Standardize global service policies, playbooks, SOPs, and quality management systems.
* Partner with Product and Engineering to drive serviceability, reliability, and defect reduction.
* Ensure regulatory, safety, data privacy, and industry compliance across all service operations.
* Recruit, develop, and mentor high-performing service leaders and frontline teams.
* Translate service roadmap with measurable outcomes.
* Build a performance culture centered on customer outcomes, safety, and operational excellence.
* Lead change management for new processes, org design, and technology adoption.

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