Head of Service Excellence

7 days ago

Pune, Maharashtra, India Snap Analytics Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Head of Service Excellence

Department: Data Platforms

Employment Type: Full Time

Location: Pune, India

Reporting To: Deepam Biswas


Description
A few application tips…

We want to help you put your best foot forward. Here are a few things we look for:
  • Clear, specific examples of your work and impact
  • Relevant experience aligned with the role's focus
  • A thoughtful response to any application questions
  • A resume that highlights both what you did and why it mattered
If you're unsure whether your background is the "perfect fit," we still encourage you to apply. We value potential and growth just as much as experience.
 
Why this role exists…

As our support function continues to mature, we're investing in dedicated leadership to ensure it scales effectively and consistently. 

We're looking for a Head of Service Excellence to lead and standardise our support operations, embed best practices, and ensure high-quality service delivery across our client base. This is a pivotal role that bridges technical oversight, team management, and commercial alignment.

You'll work closely with stakeholders across India and the UK. If you're passionate about process improvement, service quality, and building scalable support functions, this could be a great fit.

What you'll be doing... You'll play a central role in shaping and leading our support function. You'll work closely with delivery teams, commercial leads, and client stakeholders to ensure consistent, high-quality outcomes.

Your responsibilities will include:
  • Leading service delivery teams, allocating resources effectively, and guiding team members
  • Tracking and reporting on SLAs and KPIs, conducting service reviews, and identifying areas for improvement
  • Resolving service issues, managing escalations, and performing root cause analysis
  • Refining service processes, implementing best practices, and aligning operations with ITIL standards
  • Managing budgets, optimising resource usage, and ensuring legal and contractual compliance
  • Mitigating service risks and proactively addressing technical debt
  • Preparing stakeholder reports and maintaining accurate service documentation
  • Supporting onboarding and capacity planning, ensuring consistent resourcing across the year
  • Collaborating with commercial teams to identify upsell opportunities and align service delivery with client expectations
 In your first 3–6 months, success might look like:
  • Seamless integration into the team and understanding of current engagements
  • Implementation of support tools and reporting templates
  • Standardisation of reporting and onboarding processes
  • Improved visibility of capacity and resource planning

What you'll need to succeed... We're looking for someone who brings a mix of experience, curiosity, and collaboration. 

You'll be a great fit if you have:
  • Strong client communication and stakeholder management skills
  • Experience in technical project management or support leadership
  • An ITIL certification (ideally v4) and proficiency in using ticketing tools like ServiceNow or FreshService
  • Good knowledge of data modelling, data engineering, and SQL
  • Experience managing India-based and remote teams
  • A commercial mindset and ability to identify service improvement opportunities
  • Concise communication, empathy, and the ability to present data clearly
 This role might not be the right fit if you're looking for:
  • A purely technical delivery role with deep hands-on engineering work
  • A position without people management or process ownership responsibilities
  • A highly structured environment with minimal ambiguity or change

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