Job Description: Head of Services Transformation
Role Title: Head of Services Transformation
Reporting to: SVP of a Major Telecom Account
Location: India Noida
Span of Responsibility: Multi-thousand employees across Services Delivery functions
Domain Expertise: - Telecom
Role Purpose
The Head of Services Transformation will be responsible for driving workforce efficiency, productivity, and structural optimization across India delivery centers. The role will lead a comprehensive transformation program aimed at improving organizational effectiveness through data-driven workforce planning, role optimization, automation adoption, and performance management discipline.
The successful candidate will act as a strategic change agent, balancing operational rigor with innovation and to ensure the Services organization delivers higher value with greater agility, accountability, and sustainability.
Key Responsibilities
1. Workforce Efficiency & Performance Management
- Drive a structured productivity improvement program across all delivery units.
- Identify, assess, and manage low performance within the workforce through fair, data-driven interventions.
- Establish performance benchmarks and dashboards to measure and improve billable utilization, efficiency ratios, and cost per output.
- Work closely with HR and Delivery Leadership to implement a disciplined performance management and career-path framework.
2. Organization Design & Structural Optimization
- Review and re-shape the organizational structure to ensure optimal span of control, role clarity, and management layers.
- Rationalize non-billable functions and ensure appropriate balance between delivery, governance, and enabling roles.
- Align structure and headcount with business volumes, ensuring scalability without redundancy.
3. AI & Automation Enablement
- Identify and deploy AI-driven and automation solutions to improve delivery efficiency, reporting, and operational quality.
- Partner with internal technology teams and vendors to integrate automation tools across project management, reporting, and service delivery workflows.
- Quantify and report measurable business value from automation initiatives.
4. Financial & Operational Governance
- Establish KPIs and governance routines to monitor transformation progress, workforce productivity, and cost-to-serve metrics.
- Work with Finance to ensure transformation outcomes are directly reflected in improved margins and P&L performance.
5. Change Leadership & Stakeholder Engagement
- Drive a culture of accountability, transparency, and continuous improvement.
- Partner with delivery heads, HR, and operations to embed transformation principles in day-to-day management.
- Communicate transformation goals and progress effectively across all levels of the organization.
Qualifications & Experience
- 15+ years of experience in large-scale services or operations environments, preferably within telecom, IT, or engineering services.
- Proven experience in organization design, workforce transformation, and AI-led productivity improvement.
- Strong analytical background with proficiency in data-driven decision-making.
- Deep understanding of service delivery models, utilization management, and performance governance.
- Demonstrated ability to lead change and deliver measurable financial outcomes.
Key Attributes
- Strategic thinker with operational discipline.
- High resilience and ability to manage sensitive workforce issues with fairness and clarity.
- Excellent stakeholder communication and influencing skills.
- Results-oriented with a strong sense of ownership and urgency.
